Which two metrics can be used to assess the success of the new workforce management system?

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

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

Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
A . Number of calls offered
B. Agent utilization
C. Quality monitoring score
D. Schedule adherence

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Answer: B, D