Which metric should a consultant use to assess the success of the new workforce management system?

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?
A . Number of closed cases
B . Agent utilization
C . Deflection rate

View Answer

Answer: B

Explanation:

Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.