Exam 261: Contact Center Analytics (5%)

What does FCR stand for and mean?

First Contact Resolution: Expressed as a percentage, this measures the proportion of cases that are solved on the first touch with customer service.

What does FRT stand for and mean?

First Response Time: the average amount of time it takes for customer service to initially respond to customer inquiries.

The following items came from the knowledge article Tips for Effective Support Reporting

This item is informational only; it's not a question.

What does CSAT and NPS stand for?

customer satisfaction and net promoter score

Each escalation rule can have a maximum of ____ rule entries.

3000

What is ACD?

A phone system that can be used to perform 4 basic functions: answer incoming calls, fetch info and instructions from the database, determine the best way to handle the call, and send the call to the appropriate/available agent

What does the acronym ACD stand for?

Automatic Call Distributor

What does AHT stand for and mean?

Average Handle Time: The amount of time a team or a particular agent takes to solve customer cases.

What are some ACD metrics?

Average speed of answer, call abandonment rate, service level

What are some IVR metrics?

Call containment, misrouted calls, customer satisfaction

What are some CTI metrics?

Call resolution, average handle time, average talk time, call volume, first call resolution

A _______ is a unique, automatically generated number used for identifying the case.

Case Number

Choose the _______ report to see the articles attached to cases. This report is only available if Salesforce Knowledge is enabled.

Cases with Articles

When reporting on first-call resolution of cases, add the ______________ field to your report. This field indicates cases that were closed by support reps via the Save & Close button during the creation of the case

Closed When Created

"How can the Time to Resolution metric help you find an opportunity for growth?

If time to resolution goes up, it's a sign to remove obstacles to agent productivity.

If the _______________checkbox is selected on the rule entry, it means that the rule entry is in effect at all times and ignores your organization's business hours.

Ignore Business Hours

What does the acronym IVR stand for?

Interactive Voice Response

What are the 2 types of service metrics and what do they each focus on?

Internal metrics focus on what happens inside the contact center (i.e., efficiency & employee satisfaction), and external metrics focus on what happens outside the contact center (i.e., customer satisfaction & relationships).

What is Interactive Voice Response?

It's an automated telephone system that can interact with callers, gather info, route calls to the appropriate recipient

The following items came from the knowledge article Monitor Support Processes.

This item is informational only; it's not a question.

Should an organization weigh more heavily on one type of metric than the other?

No, there should be a balance between them.

When reporting on cases, add the __________ field to your report. This field indicates if a case is associated with a parent case.

Parent Case Number

How can agents view the history of several cases owned by them?

They can use the standard Case History report.

The following items came from Focus on Force.

This item is informational only; it's not a question.

The following items came from the Service Metrics trail on Trailhead.

This item is informational only; it's not a question.

What is Service Analytics?

a ready-to-go analytics app that gives service managers and agents access to important key performance indicators (KPIs) from any device. It includes prebuilt queries, formulas, and ratios that draw from your Service Cloud data and assembles the information into easy-to-read visualizations.

Before any service metrics are available, basic __________ must be implemented in Salesforce.

case management

When Salesforce triggers a case escalation rule that has time-dependent actions, use the _________ to view pending actions and cancel them if necessary.

escalation rule queue

Einstein Discovery exposes relevant

facts and themes in your data without you building sophisticated software and statistical models.

Customer churn rate can tell you if there are

more customers going out than coming in

Does Salesforce, out of the box, support ACD?

no, an app from AppExchange is needed

NPS measures the likelihood that your customers will

recommend your brand to others.

A ______ is a condition that determines how a case escalation rule is processed.

rule entry

What are the 2 main things that service metrics track?

the effectiveness of your agents (an internal metric) and the satisfaction of your customers (an external metric)