ADX261 Exam Dumps | The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity

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Question 106/110

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?

A. Assigned Work

B. Agent Detail

C. Agent Work

Correct Answer: C

The "Agent Work" object is pivotal for creating Omni-Channel reports focused on monitoring agent productivity trends. This object tracks work items assigned to agents, including cases, chats, and other work types routed through Omni-Channel. By using the "Agent Work" object as the basis for a report, a consultant can analyze various metrics such as work item type, duration, status, and outcome, providing insights into individual and team performance. This information is essential for call center managers to identify productivity trends, make informed decisions to optimize workflows, and enhance overall service delivery.

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