Which best describes how agents can learn about case resolution outcomes?

The most effective approach for agents to learn about case resolution outcomes is through dashboard reports. Dashboard reports provide a visual representation of key metrics related to case management, such as resolution rates, average handling time, and customer satisfaction scores. This consolidated view allows agents to easily assess overall performance and understand how their resolutions measure against established goals.

By using dashboard reports, agents can identify trends over time, gauge the effectiveness of different resolutions, and pinpoint areas that might require improvement. These insights enable a deeper understanding of case outcomes, which can be invaluable in refining their approaches and enhancing the overall customer experience.

Other methods, while useful, do not provide the same level of comprehensive analysis and ease of access as dashboard reports. For instance, call audits can be helpful for training and understanding specific interactions, but they typically focus on individual calls rather than broader trends. Customer feedback can provide direct insights into customer satisfaction but may not always correlate precisely with case resolution outcomes. Accessing case history helps agents understand previous interactions but lacks the analytical depth provided by dashboard reports.