Salesforce
AP-226 · Question #90
AP-226 Question #90: Real Exam Question with Answer & Explanation
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Question
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?
Options
- ANumber of chat sessions handled by agents.
- BTotal chat session duration divided by the number of sessions.
- CTime spent by agents actively engaged in chat sessions.
- DAll of the above, depending on the desired AHT calculation scope and inclusivity.
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