Service-Cloud-Consultant Exam Dumps | Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics,

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Question 61

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Question 61/117

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

A. It captures the same informaion as First Call Resolution.

B. It includes blocked and abandoned calls.

C. It is the typical experience of a caller.

D. It is skewed by calls that are quickly answered

Correct Answer: D

The consultant should explain that Average Speed of Answer (ASA) is skewed by calls that are quickly answered. ASA is a metric that measures the average time that callers wait in the queue before being connected to an agent. ASA can be affected by outliers, such as calls that are answered immediately or calls that are abandoned after a long wait. ASA can be misleading if it does not reflect the typical experience of a caller or the performance of an agent. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_call_center_metrics.htm&type=5

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