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Question 35 - Certified Service Cloud Consultant discussion

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A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A.
Number of calls offered
Answers
A.
Number of calls offered
B.
Agent utilization
Answers
B.
Agent utilization
C.
Quality monitoring score
Answers
C.
Quality monitoring score
D.
Schedule adherence
Answers
D.
Schedule adherence
Suggested answer: B, D

Explanation:

Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability. Verified

Reference:Service Cloud Consultant Certification Guide & Tips, Workforce Engagement

asked 23/09/2024
PATRICK ADUSEI
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