Service-Cloud-Consultant Exam Dumps | Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized

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Question 82/116

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

A. Build a report on Products with Activities grouped by owner.

B. Create a Custom Report type with Activities as the primary object.

C. Customize the My Team's Calls This Week standard report.

Correct Answer: B

For reporting on daily call volume including related case and contact information for different agent groups, creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion of case and contact details in the report, providing a comprehensive view of each agent's call activity and related case interactions.

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