In order to assess customer service agent performance, which of the following reports should you look at?

Ticket close total by rep

Ticket totals over time

Ticket totals by source

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Choose an option to see if it’s correct. Check the explanation below.

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Explanation: In order to assess customer service agent performance, which of the following reports should you look at?


Explanation: The correct answer is " correct: trueTicket close total by rep." Assessing customer service agent performance requires examining key metrics related to their effectiveness in resolving customer inquiries and issues. The "Ticket close total by rep" report provides valuable insights into individual agent performance by tracking the number of tickets closed by each agent within a specified time period. This metric serves as a quantifiable measure of an agent's productivity and efficiency in handling support inquiries, as it reflects their ability to successfully address customer issues and bring them to resolution. By analyzing this report, supervisors and team leads can identify top-performing agents who consistently achieve high ticket closure rates and provide quality support to customers. Additionally, it allows for the identification of any potential training needs or performance gaps among agents who may require additional support or guidance to improve their effectiveness. Therefore, the "Ticket close total by rep" report is a critical tool for evaluating customer service agent performance and informing decision-making related to training, resource allocation, and performance management within the support team.
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