Which option helps track incoming inquiries that do not require agent handling?

Tracking inquiries that do not require agent handling is essential for understanding efficiency and the effectiveness of self-service options provided to customers. The option that best serves this purpose is the measurement of the number of IVR (Interactive Voice Response) inquiries that do not involve agent intervention.

This metric highlights how many inquiries have been successfully resolved through automated systems, indicating that customers are able to find answers to their questions or address their concerns without needing to speak to a live representative. High IVR usage without agent involvement suggests that the self-service capabilities of the system are working well, contributing to higher customer satisfaction and reduced strain on agent resources.

In contrast, while the average call handle time by team, the number of cases created using the portal, and the number of cases closed by a self-service user provide valuable insights into different aspects of service operations, they do not specifically focus on inquiries that bypass agent interaction. Thus, they do not effectively track the proportion of inquiries that are managed through automated channels, which is the key requirement of the question.