Salesforce
AP-226 · Question #142
AP-226 Question #142: Real Exam Question with Answer & Explanation
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Question
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
Options
- ANumber of cases handled by an agent during a specific period.
- BAgent login duration divided by the total active work time on cases or chats.
- CTime spent by an agent on various activities throughout the workday.
- DAll of the above, depending on the desired scope and granularity of agent utilization
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