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.