HDI
QQ0-300 · Question #4
QQ0-300 Question #4: Real Exam Question with Answer & Explanation
The correct answer is A. publish trend reports for the group as a whole. See the full explanation below for the reasoning.
Question
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?
Options
- Apublish trend reports for the group as a whole
- Bpublish a list of agents ranked by who has the most talk time.
- CRecognize and reward the individual who handles the most calls
- DRecognize and reward the individual who has the least :not available" time
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