SalesforceSalesforce ConsultantService Cloud ConsultantMedium
What are the key contact center metrics tracked in Service Cloud?
Suggested answer
Key contact center metrics include:
1. AHT (Average Handle Time) — average duration of a customer interaction from start to completion, including wrap-up time.
2. FCR (First Contact Resolution) — percentage of issues resolved on the first contact without follow-up.
3. CSAT (Customer Satisfaction Score) — post-interaction survey rating.
4. NPS (Net Promoter Score) — likelihood of customer recommendation, tracked via surveys.
5. SLA Compliance — percentage of cases meeting milestone deadlines. These metrics are surfaced via Service Cloud reports, dashboards, and Omni-Channel Supervisor analytics.
Practice content for interview preparation; not an official vendor answer. Verify details against current product documentation.
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