Which metric should the contact Center manager analyze? A universal - ProProfs Discuss
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Which metric should the contact Center manager analyze? A universal container wants to measure the efficiency of its contact Center. 



A. Number of open cases that day
B. Average number of days to close cases
C. Number of cases escalated
D. Number of closed cases with articles attached
E. Number of new customers added

This question is part of Service Cloud Quiz 10Nov
Asked by Wyatt Williams, Last updated: Aug 10, 2020

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2 Answers

Bergeront Tiffney

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Bergeront Tiffney, Computer Engineer, M. Tech, Southeast Montgomery

Answered Feb 28, 2019

There are three possible answers to this question in order to accurately measure how well the company is doing. The first one is B. The number of days it takes before cases can be closed should be considered. The second one is A. You should also know the number of cases that are open for that day.

Cases are not usually opened unless there is a problem so if there aren’t a lot of problems, then people will have nothing to complain about. C is the third answer. How many of the open cases are escalated? The escalated cases are those that would need immediate attention and should be resolved soon. Through these details, the efficiency of the contact center can be measured properly.

1
 

John Smith

John Smith

Answered Jan 31, 2017

Number of open cases that day
Average number of days to close cases
Number of cases escalated

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