Which two data points are required to create a report showing average cost per call in Salesforce?

To create a report showing the average cost per call in Salesforce, it's essential to focus on cost-related metrics associated with agent labor, which includes both the time agents spend handling calls and their wage rate.

Agent hours worked provides insight into how much time agents devote to handling calls. This is crucial, as the average cost per call is essentially derived from the total costs incurred by the agents while handling customer calls. Meanwhile, the agent wage rate represents the financial cost associated with employing the agents. By multiplying the agent hours worked by the agent wage rate, one can determine the total cost associated with calls and then calculate the average per call by dividing that total by the number of calls handled. This method effectively gives a clear picture of the average cost per call, making these two data points vital for the report.

In contrast, the other options, while they may provide useful metrics for specific operational analyses, do not directly relate to calculating the average cost per call. For instance, talk time and wrap time can influence service quality and efficiency but do not directly tie into the financial aspect necessary for the cost per call calculation. Similarly, average seconds to answer and case-related metrics like case status or case age focus more on operational performance rather than the financial implications of servicing