CISCO 500-444 Cisco Contact Center Enterprise Implementation and Troubleshooting 10 25Oct2024 - Practice Quiz

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Question 1 of 30

A contact center is analyzing its performance metrics over the past month to improve its service levels. The center has recorded a total of 12,000 calls, with an average handling time (AHT) of 300 seconds per call. Additionally, the service level target is to answer 80% of calls within 20 seconds. Given that 9,600 calls were answered within the target time, what is the percentage of calls that met the service level target, and how does this performance relate to the average handling time?

80% of calls met the service level target, indicating efficient handling relative to the AHT.

75% of calls met the service level target, suggesting a need for improvement in response times.

85% of calls met the service level target, which is above the expected performance threshold.

70% of calls met the service level target, indicating significant delays in call handling.

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