Which of the following is a recommended step after identifying areas of concern?

• A. Increase hold times for all interactions
• B. Ignore wrap-up codes for transfers
• C. Review long interactions
• D. Lower service level targets

Answer: (C)

When you identify areas of concern in contact center analytics, the next step is to dive into the actual interactions to see what happened. Reviewing long interactions reveals where customers experience friction—extended hold times, transfers, repeated questions, or complex steps—so you can pinpoint the specific moments driving the issue. This direct look at real conversations provides actionable insights for targeted improvements, such as adjusting routing, refining scripts, or coaching agents.

Increasing hold times for all interactions would worsen the customer experience and metrics, not fix the underlying problem. Ignoring wrap-up codes for transfers loses valuable data about outcomes and processes, making it harder to analyze what happened and why. Lowering service level targets reduces expectations without solving the root causes, so it doesn’t lead to meaningful improvement.