Which action best supports monitoring and managing call volumes by product type?

• A. Create a knowledge article and publish to internal.
• B. Create a dashboard to track and manage call volumes by type.
• C. Configure an IVR flow for the product line.
• D. Use a global search to locate related articles.

Answer: (B)

Tracking call volumes by product type is best supported by a dashboard that continuously aggregates and visualizes the data. A dashboard lets you group calls by product type, display volume over time, compare different products side by side, and set up thresholds or alerts. This provides real-time visibility and actionable insight to allocate resources, adjust staffing, and spot emerging trends or spikes.

The other options don’t offer ongoing visibility into volumes. Publishing a knowledge article helps with information sharing, not live monitoring. Configuring an IVR flow changes how calls are routed but doesn’t provide a view of current or historical volumes by product. A global search is for finding information, not for tracking call activity.