Which statistic indicates that the service desk or a level two or three analyst initially delivered an incorrect solution?
A)incidents resolved within target time percent
B)level one resolution rate percent
C)reopened percent
D)abandon rate percent

Question

Quizplus · Accepted Answer

Reopened percent indicates that an issue previously marked as resolved was reopened, often because the initial solution was incorrect or did not fully resolve the customer's problem. This metric directly reflects on the effectiveness of the initial solution provided.

Which Statistic Indicates That the Service Desk or a Level