The Customer Contact to Resolution OMBP focuses on efficiently resolving customer issues. The essential metric for a comprehensive evaluation isResolve Time, which captures the efficiency of the entire resolution process.
Scope:Measures the duration from contact initiation to issue closure, encompassing agent response, troubleshooting, and solution delivery.
Importance:Shorter resolve times indicate higher efficiency, directly impacting customer satisfaction and agent performance.
Option A (Response Time):Only measures initial contact, not full resolution.
Option C (Internal Rate):Focuses on internal issues, not customer-facing resolutions.
Option D (Inquiry Count):Reflects volume, not efficiency or quality.
Oracle Fusion Cloud CX Service documentation, such as "Service Center Guides," identifies Resolve Time as a core metric for this OMBP.
[References:Oracle Fusion Cloud CX Service Center Guides (docs.oracle.com)., ]
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