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Which data needs to be available in Salesforce in order to create a report on the average cost per call?



A. Agent hours worked and agent wage rate
B. Average seconds to answer and talk time
C. Talk time and call wrap time
D. Case status and case age

This question is part of Service Cloud study guide
Asked by Dwag, Last updated: Jan 12, 2020

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2 Answers

C.Mila

C.Mila

Answered May 01, 2018

Agent hours worked and agent wage rate
Talk time and call wrap time.

Contact centers go about as a viable course to increase the value of your business. Be that as it may, running a call focus includes different overheads. The most clear cost of influencing a call to focus run is worker wages. In any case, there are additionally other related costs included that must be viewed as, for example, the cost engaged with making calls to clients.

Business chiefs or call focus proprietors must keep up a harmony between the measure of cash spent in running the call focus and the sum went through on collaborating with the client. As such, they should search for approaches to lessen costs without trading off on client benefit quality.In request to do that, they should first decide the cost per call.

Cost per call is a call focus metric that empowers contact centers to gauge effectiveness. Laid out underneath is the procedure that you can use to compute the cost per call and spending plan the costs of your

 

John Smith

John Smith

Answered Mar 07, 2017

Agent hours worked and agent wage rate
Talk time and call wrap time
 

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