The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month. Which reporting solution should the consultant recommend?

The correct answer is C. Create a joined report. To measure first-call resolution by channel, agent, and calendar month, a joined report is recommended. This type of report allows the combination of related reports into a single report with multiple blocks, enabling the analysis of data across different dimensions such as…

Reports and Analytics

Question

Options

ACreate a report using Grouping.
BCreate a reporting snapshot.
CCreate a joined report.

How the community answered

(30 responses)

A
17% (5)
B
10% (3)
C
73% (22)

Explanation

To measure first-call resolution by channel, agent, and calendar month, a joined report is recommended. This type of report allows the combination of related reports into a single report with multiple blocks, enabling the analysis of data across different dimensions such as communication channels, individual agent performance, and timeframes, providing a comprehensive view of first- call resolution metrics.

Topics

#joined reports#first-call resolution#multi-group reporting#contact center metrics

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