Question

Which two reports should the contact center manager present to executive management? The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.A. The number of cases created using Communities.B. The number of IVR inquiries without agent involvement. C. Average call handle time by the team.D. The number of cases closed by a self-service user.

Answer 1

Answer:

The two reports which the contact center manager should present to executive in order to demonstrate the success of recent self-service initiatives  to executive manager.

A. The number of cases created using Communities.

D. The number of cases closed by a self-service user.

Explanation:

• As the Universal Containers contact center offers support through phone, email, public website and a community. The option A and D are correct as to demonstrate the success of their initiatives the number of cases created using communities show that people are using the platform to report their queries and no of cases closed show that how many queries have been answered by the center,.
• The option B and C are not correct as the agent is not involved in the IVR inquiries so it can't tell about the performance of team and average call handle time doesn't show time or performance to solve the problem which is required here.