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CRT-261 · Question #21
CRT-261 Question #21: Real Exam Question with Answer & Explanation
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 alloc
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
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.
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