Calculating Help Desk Value

Question 1

A customer calls the help desk and waits on the phone for 10 minutes before talking to a technician. The technician then creates the ticket and solves the customers problem in 20 minutes. What is the wait time?

10 minutes

20 minutes

30 minutes

40 minutes

Question 2

A customer creates a ticket via a web page and a technician responds after 10 minutes. The technician solves the problem and closes the ticket after working on it for 20 minutes. What is the wait time?

10 minutes

20 minutes

30 minutes

40 minutes

Question 3

How do technicians typically access server-based help desk software?

Via the cloud

From the server

From applications on their help desk computers

Via the Internet

Question 4

How do you calculate a help desks backlog?

New tickets - tickets solved

Tickets solved - new tickets

Cumulative number of tickets received

Cumulative number of tickets solved

Question 5

Of the following choices, what is NOT a purpose of help desk metrics?

Help justify costs

Help calculate the value of the help desk

Provide sales information

Identify effectiveness of the help desk

Question 6

What are the three steps you must take when creating a CBA?

Identify costs, identify backlog, and analyze the two

Identify costs, identify benefits, and compare the two

Collect data on tickets, balance this data over time, and analyze the results

Collect value information, budget for costs, and analyze previous budgets

Question 7

What is the impact of extrinsic motivators on tasks requiring creative thought?

They decrease performance.

They increase performance.

They dont have any effect.

They stimulate creative thought.

Question 8

What should be included when identifying benefits for a CBA?

Tangible benefits only

Intangible benefits only

Tangible and intangible benefits

Only benefits that can be quantified

Question 9

What should be included when identifying costs for a CBA?

Tangible costs only

Intangible costs only

Tangible, intangible, and potential hidden costs

Tangible and intangible costs only

Question 10

When calculating personnel costs for hourly employees, what should you include?

The hourly pay

The hourly pay and taxes

The hourly pay, taxes, and insurance costs

The hourly pay, taxes, insurance costs, and benefits

Question 11

When does the resolution time indicate a possible problem?

When the resolution time is greater than the reply time

When the resolution time is greater than the wait time

When the first resolution time is greater than the final resolution time

When the final resolution time is greater than the first resolution time

Question 12

Which of the following BEST defines an ROI?

It compares costs and benefits when making business decisions.

It calculates the cost of a ticket.

It calculates the cost of backlogged tickets.

It assesses the worth of an investment and expresses it as a ratio or a percentage.

Question 13

Which of the following BEST identifies the purpose of a CBA?

To compare costs and benefits when making business decisions

To identify the cost of backlogged tickets

To compare costs during a budget analysis

To assess the worth of an investment

Question 14

Which of the following CTI metrics identifies the amount of time customers wait before a live person answers the call?

Abandoned calls

Wait time

Abandon rate

Queue time

Question 15

Which of the following calculations provides the BEST formula for calculating the cost per ticket?

Facility costs 1.3 backlogged tickets

Personnel costs 1.3 backlogged tickets

Facility costs 1.3 resolved tickets

Personnel costs 1.3 resolved tickets

Question 16

Which of the following is an example of an intangible value?

Server hardware

Cloud-based software

Desktop PCs

Customer confidence

Question 17

Which of the following metrics could you use to identify a top-performing technician?

New tickets

Tickets solved

Backlog

Wait time

Question 18

Which of the following metrics could you use to identify a top-performing technician?

New tickets

Tickets solved

Backlog

Reply time

Question 19

Who is responsible for ensuring cloud-based help desk software is highly available?

The organization using it

Help desk technicians

Help desk managers

The vendor selling access to it

Question 20

Youve determined that the number of new tickets and the number of tickets resolved is about the same. What does this tell you about the backlog?

The backlog is close to zero.

The backlog is too high.

The backlog will be about the same six months from now if current trends continue.

Unable to determine.