A report shows average time spent by agents to resolve cases, Nine of twelve agents spend approximately the same time to resolve cases

23 of 100

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases.

How can the supervisor use this data to drive greater consistency in average time spent by Agents across the team?

Lower the target for entire team to that of Agent A Build a dashboard to display individual performance vs. the team goal Review case history and activities for Agents B and C Document and share the practices of Agent A with the team via knowledge articles Update case assignment rules to route more cases to agent A Please select 3 correct answers

View other questions here: Salesforce Service Cloud (SU20)

Previous Question Next Question

Was this helpful?

0 / 0

#Agents #Service Cloud