A help desk manager is evaluating the team's performance. The team has a high first response time (average 5 minutes) and a high customer satisfaction score (4.9/5), but the average resolution time is 10 hours, which exceeds the SLA of 8 hours. The manager suspects that technicians are rushing to respond but not fully resolving issues. What is the best KPI to analyze to confirm this?

Customer satisfaction, because it is high and may mask problems.

Ticket volume, because it shows how many tickets are being handled.

Reopened ticket rate, because it indicates if tickets are being resolved correctly the first time.

First response time, because it is the fastest KPI.

A help desk manager reviews the monthly KPIs: first response time average is 25 minutes, resolution time average is 6 hours, customer satisfaction is 4.8/5, and the number of reopened tickets is 15 out of 500. The SLA targets are first response 30 minutes, resolution 8 hours. Which KPI indicates a possible quality issue?

The number of reopened tickets is relatively high, indicating that some issues were not fully resolved.

Resolution time is within SLA, so no quality issue exists.

First response time is too close to the SLA limit.

Customer satisfaction is high, so no quality issue exists.

CiscoCertified Support Technician (CCST) IT Support

Domain 1Objective 1

1.1. Define Key Help Desk Concepts. 100-140 Practice Questions (Page 9)

Part of the IT Support Job Tasks and Responsibilities domain, which makes up ~14% of our current practice bank. Cisco does not publish an official question count, but from its 50-minute exam (~20–35 total, ~3–5 in this domain), expect 1–2 from this objective — we provide 42 practice questions to prepare you well beyond it. (estimate)

42questions here

9free pages

5concepts

Questions 41–42

41expert · hard
A help desk manager is evaluating the team's performance. The team has a high first response time (average 5 minutes) and a high customer satisfaction score (4.9/5), but the average resolution time is 10 hours, which exceeds the SLA of 8 hours. The manager suspects that technicians are rushing to respond but not fully resolving issues. What is the best KPI to analyze to confirm this?
Select an answer first
42application · medium
A help desk manager reviews the monthly KPIs: first response time average is 25 minutes, resolution time average is 6 hours, customer satisfaction is 4.8/5, and the number of reopened tickets is 15 out of 500. The SLA targets are first response 30 minutes, resolution 8 hours. Which KPI indicates a possible quality issue?
Select an answer first

Finished these 2 questions?

Review the revealed explanations, or continue through the curriculum.

No more pagesBack to 100-140

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Cisco. “100-140” is a trademark of its owner, used for identification only.

1.1. Define Key Help Desk Concepts. 100-140 Practice Questions (Page 9)

Questions 41–42

Keep studying — IT Support Job Tasks and Responsibilities