What solution should a consultant recommend to meet this requirement? Universal containers staffs its contact Centers to allow for up to 20% of the total case volume to be escalated. The contact Center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents.
A. Create a dashboard report to display and compare escalated cases against non-escalated cases B. Create a former field on the case record to calculate percentage of escalated cases C. Create a daily snapshot report of all cases and calculate percentage of escalated cases D. Create a case report with a custom summary formula to calculate the percentage of escalated cases