ADX261 Exam Dumps | Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes,

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Question 69/85

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?

A. Total Emails Sent

B. Call Abandonment

C. After Conversation Work Time

Correct Answer: C

To track the efficiency of individual agents using the Service Cloud Voice Dialer, focusing on the "After Conversation Work Time" metric is recommended. This metric measures the time spent by agents on follow-up tasks after a call has ended, providing insights into how efficiently agents manage their post-call responsibilities and contributing to an overall understanding of agent productivity.

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