1. Which of the following monitor the service level performance in terms of caller information? Answers: • Number of calls received. • Number of calls transferred. • Number of calls dropped. • Number of calls held waiting for given periods of time. • All of the above 2. Which of the following does the call cycle time include? Answers: • Closing the call, and call logging. • Break times, lunch and when the office is closed. • Diagnosing the problem, and providing a solution to the problem. • a and c • a and b 3. Which of the following options best demonstrate a helpdesk that is clearly functioning well and ready to help callers? Answers: • A system that can examine the best areas for improvement in the service offered by the helpdesk. • A system that logs the most commonly reported issues so helpdesk staff can learn from the history of their operations. • A wide range of software and systems in usage that reflects the exper...