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

Which report(s) do you use to decide which knowledge base articles to write?

Average ticket response time Average ticket response time by rep Ticket volume by category All of the above The correct answer is: Ticket volume by category.

A customer journey map is a representation of:

the stages a customer goes through with your company where your customers physically are how your prospects become your customers how your customers renew The correct answer is: the stages a customer goes through with your company.

Which of the following CANNOT be done from your help desk?

Live chat. Send an email. Use AI to summarize your conversation. Start a video chat. The correct answer is: Start a video chat.