QUESTION: 89

Your support organization has 20 frontline analysts. The Call Management System produces performance reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available. Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what should the manager do to improve the support organization's performance?

Publish trend reports for the group as a whole
Publish a list of agents ranked by who has the most talk time
Recognize and reward the individual who handles the most calls
Recognize and reward the individual who has the least "not available"time.

Answer(s): A

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QUESTION: 90

Which two items should you consider before making Help Desk operational decisions?
(Choose two)

employee opinion
cost versus benefit
personal preference
implications to other business units.

Answer(s): B,D

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QUESTION: 91

A project is planned to rollout that will add new software to the network. Call volume is not expected to change as few people will have access to the new software.
What requirements should you consider?