Which two metrics can be used to assess the success of the new workforce management system?

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
A . Number of calls offered
B . Agent utilization
C . Quality monitoring score
D . Schedule adherence

View Answer

Answer: B, D

Explanation:

Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Workforce Engagement