Multiple Choice
Items such as the person or group assigned to an incident, whether the incident is assigned, awaiting parts, etc., and the date and time the incident was assigned are examples of ____ data.
A) incident
B) customer
C) status
D) problem
Correct Answer:
Verified
Correct Answer:
Verified
Q25: First contact resolution rate refers to the
Q26: _ is not captured by an ACD.<br>A)Response
Q27: Completion<br>-A(n) _ is a measurable characteristic that
Q28: _ provide the information that the service
Q29: Proactive service desks _.<br>A)experience high costs due
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Q32: Service Level Agreements are considered the most
Q33: One of the main benefits of analyzing
Q34: _ requires analysts to demonstrate their mastery
Q35: When assessing the service desk's performance, quality