HDI
QQ0-300 · Question #89
QQ0-300 Question #89: Real Exam Question with Answer & Explanation
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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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