Universal Containers (UC) has Service Cloud Voice.

In Service Cloud Voice, key KPIs that reflect the impact of call surges are:

Abandon Rate – percentage of customers who hang up before speaking with an agent, which rises during high-volume spikes.

Average Speed to Answer (ASA) – measures how quickly calls are answered, directly reflecting queue performance and staffing adequacy.

These two metrics provide real-time visibility into how surges affect service performance.

Option A measures productivity and resolution but not surge impact.

Option B focuses on post-call metrics, not capacity response.

Referenced Salesforce Materials:

Service Cloud Consultant Exam Guide – Contact Center Analytics Domain (KPI selection and operational reporting).

Salesforce Help: “Service Cloud Voice Metrics and Best Practices”.

Salesforce Spring ’24 Release Notes – Service Cloud Voice Analytics Enhancements.