ExamGecko
Search Search Login
Home Home / Salesforce / Certified Contact Center
Question list
Search
Search

List of questions

Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org. Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
The best practice that the consultant should observe when configuring case escalation rules is: Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated. Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

Question 205 - Certified Contact Center discussion

Report
Export

Your KPIs include measuring agent utilization rates. Which metric best reflects this?

A.
Number of cases handled by an agent during a specific period.
Answers
A.
Number of cases handled by an agent during a specific period.
B.
Agent login duration divided by the total active work time on cases or chats.
Answers
B.
Agent login duration divided by the total active work time on cases or chats.
C.
Time spent by an agent on various activities throughout the workday.
Answers
C.
Time spent by an agent on various activities throughout the workday.
D.
All of the above, depending on the desired scope and granularity of agent utilization measurement.
Answers
D.
All of the above, depending on the desired scope and granularity of agent utilization measurement.
Suggested answer: D

Explanation:

Measuring agent utilization rates can involve various metrics to capture different aspects of agent activity. The number of cases handled provides a direct measure of workload, agent login duration relative to active work time gives a measure of efficiency, and tracking time spent on various activities offers insight into how agents distribute their efforts during the workday. Therefore, 'D. All of the above, depending on the desired scope and granularity of agent utilization measurement' provides a comprehensive approach to accurately reflecting agent utilization.

Reference: Salesforce Performance Management

Show Answer
asked 23/09/2024
Nandor Gombos
47 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms