Service-Cloud-Consultant Exam Dumps | Universal Containers' service operations manager needs a historical report detailing service rep performance

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Question 109

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Question 109/116

Universal Containers' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items.
Which solution should a Service Cloud Consultant recommend?

A. Use the Omni Supervisor Service Reps tab.

B. Configure the Wallboard tab to display Work Performance metrics.

C. Build custom report type with 'Agent Work' as the primary object.

Correct Answer: C

The Agent Work object stores detailed data on agent interactions - including Active Time, Handle Time, Speed to Answer, and Decline Reasons - across multiple channels. Building a custom report type with Agent Work as the primary object enables historical and analytical reporting across Omni-Channel and Messaging.
Option A (Omni Supervisor) provides real-time monitoring, not historical data.
Option B (Wallboard) offers operational dashboards, not customizable analytics for historical insights.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Contact Center Analytics Domain.
* Salesforce Help: "Report on Agent Work and Omni-Channel Performance."
* Salesforce Winter '23 Release Notes - Agent Work Reporting Enhancements.

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