Check your knowledge

1.

If a call is abandoned, which rate decreases?

Engagement rate

Resolution rate or Escalation rate

Resolution rate

2.

Select the best trigger phrase for the "Return an item" topic.

I want to return an item.

Last night, my refrigerator stopped working. Can I return it?

I don't like any of the items I purchased from your store.

3.

Which one of the following statements is correct?

If the user reaches the end of conversation but they don't respond to the survey, it decreases the resolution rate.

Adding a good variety of trigger phrases can help increase the resolution rate.

Adding more escalate nodes in the conversation can increase the resolution rate.

Answer the following questions to see what you've learned.