Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?

A matrix report highlighting location, month, agent and first-call resolution

Explanation:

In the given situation, it is recommended to formulate a matrix report that has information related to the location of the call center, the calendar month, the name of the agent handling the case and the first-call resolution details. This way the Support Manager can then filter the results by the location of the call center to understand the performance or to measure the performance of the call center not only by location but also by month and agent.