Which of the following is a metric you can display on performance dashboards?

Which of the following is a metric you can display on performance dashboards?

• A. Queues
• B. Users
• C. Wrap-up codes
• D. Flows

Answer: (C)

Performance dashboards display measurable results about how your contact center performs. Wrap-up codes are post-interaction categorizations that you can count or measure over time, such as how many interactions ended with a given code or how much time was spent in wrap-up. Because they represent concrete outcomes that can be quantified, wrap-up codes are directly displayable as metrics on dashboards, letting you see how often each code occurs and where you might need improvement. Queues, users, and flows are resources or objects in the system rather than metrics. You can use them as filters or dimensions to break down metric data (for example, viewing metrics by queue or by agent), but by themselves they aren’t the numeric measures you plot on a dashboard.

Performance dashboards display measurable results about how your contact center performs. Wrap-up codes are post-interaction categorizations that you can count or measure over time, such as how many interactions ended with a given code or how much time was spent in wrap-up. Because they represent concrete outcomes that can be quantified, wrap-up codes are directly displayable as metrics on dashboards, letting you see how often each code occurs and where you might need improvement.

Queues, users, and flows are resources or objects in the system rather than metrics. You can use them as filters or dimensions to break down metric data (for example, viewing metrics by queue or by agent), but by themselves they aren’t the numeric measures you plot on a dashboard.