A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system. Which metric should a consultant use to assess…

The correct answer is B. Agent utilization. Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient…

Contact Center Analytics

Question

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system. Which metric should a consultant use to assess the success of the new workforce management system?

Options

ANumber of closed cases
BAgent utilization
CDeflection rate

How the community answered

(44 responses)

A
5% (2)
B
82% (36)
C
14% (6)

Explanation

Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.

Topics

#agent utilization#workforce management#capacity planning#contact center metrics

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