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Universal Containers (UC) has Service Cloud Voice.

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Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume. Leadership would like to see the impact of surges on internal metrics.

Which key performance indicator (KPI) should the consultant report on to meet the requirement?

A.

First call resolution and cases per hour

B.

After call work time and customer effort score

C.

Abandon rate and average speed to answer

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