Implementing Cisco Advanced Call Control and Mobility Services (CLACCM) — Question 10

Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

Answer options

• A. customer satisfaction
• B. average queue time
• C. call abandon rate
• D. customer expectations
• E. cost
• F. productivity

Correct answer: C, E

Explanation

The correct answers, C and E, represent crucial metrics for evaluating contact center performance. The call abandon rate measures how many calls are terminated before being answered, impacting service quality, while cost reflects the financial efficiency of operations. Options A, B, D, and F, while relevant to overall performance, do not specifically align with the defined Call Quality KPIs.