Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to…

The correct answer is C. After Conversation Work Time. To track the efficiency of individual agents using the Service Cloud Voice Dialer, focusing on the "After Conversation Work Time" metric is recommended. This metric measures the time spent by agents on follow-up tasks after a call has ended, providing insights into how…

Contact Center Analytics

Question

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency. Which metric should a consultant recommend to track the efficiency of individual agents?

Options

ATotal Emails Sent
BCall Abandonment
CAfter Conversation Work Time

How the community answered

(26 responses)

A
8% (2)
B
15% (4)
C
77% (20)

Explanation

To track the efficiency of individual agents using the Service Cloud Voice Dialer, focusing on the "After Conversation Work Time" metric is recommended. This metric measures the time spent by agents on follow-up tasks after a call has ended, providing insights into how efficiently agents manage their post-call responsibilities and contributing to an overall understanding of agent

Topics

#after conversation work time#agent efficiency#voice metrics#contact center KPIs

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