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Listening Quiz: Monthly Help Desk Metrics Presentation – Medium Level
Th9 5, 2025
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bởi
Anna Phạm
trong
Tiếng Anh dành cho công nghệ thông tin (English for IT)
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1.
What is the main purpose of the conversation?
To discuss monthly help desk performance results and plans for improvement
To explain why customer complaints have increased sharply
To announce the launch of a new product line
To train new staff on how to answer customer calls
Explanation:
Mark and Emma review monthly help desk metrics, including ticket volume, resolution time, satisfaction, challenges, and plans to improve performance.
2.
How many tickets did the help desk receive this month?
1,100
1,300
1,200
1,500
Explanation:
Mark says, ‘This month, we received 1,200 tickets.’
3.
What is the average resolution time this month?
4 hours
6 hours
5 hours
3 hours
Explanation:
Mark states that the average resolution time is 4 hours.
4.
Why does Mark say the team plans to add more staff and improve training?
To handle complex tickets faster and reduce resolution time
To increase customer satisfaction by changing the survey
To replace the help desk software
To lower the number of new product launches
Explanation:
Emma asks whether they have plans to reduce the resolution time more, and Mark replies that they plan to add more staff and improve training. This suggests those steps are meant to help resolve tickets faster.
5.
What can be inferred about the help desk’s future ticket volume?
It is expected to decrease next month
It will remain exactly the same
It is expected to rise slightly
It will drop because resolution time improved
Explanation:
Mark says, ‘We expect a slight increase due to new product launches,’ so the ticket volume is expected to rise slightly.
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