Which functionality enhances agent productivity through historical data usage?

Case Resolution Assistance is designed to enhance agent productivity by utilizing historical data to streamline the case handling process. This functionality allows agents to access past interactions, resolutions, and effective strategies for similar issues, which helps them resolve current cases more efficiently. By referencing previous cases that have been successfully closed, agents can provide quicker and more accurate solutions to customers.

This approach not only saves time but also improves the overall customer experience, as agents are better equipped to provide consistent and informed responses. Historical data becomes a crucial resource that enables agents to learn from previous successes and mistakes, ultimately enhancing their performance and productivity in handling customer inquiries and issues.