Question 1

John is a process manager at a call center for a telecom company.Lately,he has been receiving negative feedback from customers about the prolonged amount of time taken to answer their calls.To understand this better,John studied certain metrics,one of which indicated that over 85 percent of all customers ended up hanging up the phone when no one answered their calls.Which of the following call center metrics did John use?

Accepted Answer

Abandon rate is a call center metric which refers to the percentage of callers who hang up while waiting for their call to be answered.

Question 2

Which of the following is a process of continuously measuring system results and comparing those results to baseline values that a system seeks to attain?

Accepted Answer

Benchmarking is a process of continuously measuring system results and comparing those results to benchmarks,which are baseline values a system seeks to attain.Benchmarking can lead to identifying steps and procedures to improve system performance.

Question 3

Morrison and Sons,a financial firm,is developing a business continuity plan.The firm has already compiled a list of the various potential threats to the organization and its assets and is now in the process of identifying the impact each these threats would have on the business's operations,should they come to fruition.The company is in which phase of business continuity planning?

Accepted Answer

In the BCP analysis phase,you perform impact analysis,threat analysis,and impact scenario analysis,and then build a requirement recovery document.

Question 4

The marketing department of Ebony,a new hotel chain,needs to determine the number of people who visited the company's Web site over the last two months.Which of the following metrics should the department use?

Accepted Answer

Total hits is a common Web-centric metric.It refers to number of visits to a Web site,many of which may be by the same visitor.

Question 5

The _____ phase of the business continuity plan involves using the requirement recovery document to develop a formal,technical,and detailed plan for recovering from a disaster.

Accepted Answer

In business continuity planning,the design phase involves using the requirement recovery document to develop a formal,technical,and detailed plan for recovering from a disaster.A good disaster recovering plan takes into account takes into consideration the location of the backup information and the actual facility where employees will work.

Question 6

Shoe Mart is an online shopping Web site which offers a range of footwear.Through an analysis of its online data,the company recently determined that only 25 percent of all the visitors to the Web site actually ended up placing an order and completing the online transaction.Which of the following metrics did the company most likely use?

Accepted Answer

The conversion rate is a Web-centric metric.It refers to the percentage of potential customers who visit a site and buy a product or service.

Question 7

Accuracy,an infrastructure-centric metric,is usually measured inversely as ____.

Accepted Answer

Accuracy,an infrastructure-centric metric,is measured inversely as error rate.It refers to the number of errors per thousand that a system generates.

Question 8

The managers at Synopsis Telecom recently analyzed the efficiency and productivity levels of their call center executives.They were pleased to find that 85 percent of all customer complaints and queries were answered by executives during the initial call,without the customers having to call back.Which of the following call center metrics did the managers most likely use?

Accepted Answer

First call resolution is a call center metric which refers to the percentage of calls that can be resolved without having to call back.

Question 9

Delore,a company that manufactures home appliances,has set a target of increasing its customer satisfaction levels by 15 percent.To achieve this,they aim to increase the efficiency levels of their call center executives.They know that,on average,customers who contact the call center for assistance,have to hold the line for over 60 seconds before being connected to a representative.The company strives to bring this down to 20 seconds to show their customers that they value their time.Which of the following call center metrics is the company using?

Accepted Answer

Average speed to answer (ASA)is a call center metric which refers to the average time,usually in seconds,that it takes for a call to be answered by an actual person.

Question 10

EasyBuy.com is an online retailer that sells books and magazines at half-price.They recently found out that due to the huge amounts of traffic that Web site receives,most users are unable to access the site when they want to and,when they do,the pages load very slowly.This is driving customers away to other rival online bookstores.This is an example of which of the following infrastructure-centric metrics?

Accepted Answer

System availability is usually measured inversely as downtime,or the average amount of time a system is down and unavailable to end users and customers.This does not include regularly scheduled maintenance.

Question 11

An online publication regularly checks the articles turned in by its writers for plagiarism.To do this,it utilizes an online plagiarism checker called CopyTheft.All the user needs to do is upload the file to the software and within 20 seconds,the system generates a report which highlights the various instances of plagiarized work,if any.This is an example of which of the following infrastructure-centric metrics?

Accepted Answer

Response time is an infrastructure-centric metric.It refers to the average time to respond to a user-generated event,such as a request for a report,a mouse click,and so on.

Question 12

Orbit Bank is planning to host a marathon,the proceeds from which will be donated to charities for underprivileged children.Interested participants need to visit the bank's Web site and fill in their details for the event.The organizers of the event,however,noticed that a large number of people who visited the site to provide their details,quit the process half way.Which of the following metrics did the bank most likely use to arrive at such a finding?

Accepted Answer

Abandoned registrations refer to the number of visitors who start the process of completing a registration page and then abandon the activity.

Question 13

The Twitter "Fail Whale" is a common sight for most users of the micro blogging site.This error message appears whenever the system is over capacity and users cannot access their accounts or the pages of other Twitter users.Thus,the "Fail Whale" is indicative of Twitter's ____.

Accepted Answer

System availability is usually measured inversely as downtime,or the average amount of time a system is down and unavailable to end users and customers.This does not include regularly scheduled maintenance.

Question 14

The management at Solitaire Inc.is building a business continuity plan and has identified its core,critical,and noncritical IT applications.Each of these applications have been categorized on the basis of their estimated recovery costs and the affect the loss of these applications will have on the firm's business The company is in which phase of business continuity planning?

Accepted Answer

In the BCP analysis phase,you perform impact analysis,threat analysis,and impact scenario analysis,and then build a requirement recovery document.In impact analysis,one differentiates between critical,core IT applications and those that are noncritical.

Question 15

GenTech,a software company,is situated in Tokyo,Japan.Given that the country is prone to several earthquakes,GenTech is keen to build a back-up plan which will guide the company on how to recover should disaster strike.Which of the following will help the company in this regard?

Accepted Answer

Business continuity plan is a step-by-step guideline defining how an organization will recover from disaster or extended disruption of its business processes.

Question 16

Harriet,a patisserie maker,recently advertised her services on a popular event management company Web site.After the holiday season,she wanted to know whether the advertisement generated sufficient traffic to her own Web site.Which of the following metrics will help determine this?

Accepted Answer

Click-through is a Web-centric metric which refers to the count of the number of people who visit a site,click on an ad,and are taken to the site of the advertiser.

Question 17

Which of the following is often associated with bandwidth such as transmission speeds expressed as kilobits per second and megabits per second?

Accepted Answer

Throughput refers to the amount of information that can pass through a system in a given amount of time.This is often associated with telecommunications capabilities (bandwidth)such as transmission speeds.

Question 18

Which of the following refers to an area available to a company that rents space and telecommunications equipment from another company?

Accepted Answer

Many organizations choose to store backup information in an off-site storage facility,or a place that is located separate from the company and often owned by another company,such as a collocation facility.A collocation facility is available to a company that rents space and telecommunications equipment from another company.Many organizations choose to store backup information in a collocation facility.

Question 19

Future Travels,a travel Web site,recently started advertising extensively about their travel services.Due to this,they have had an enormous increase in online traffic to their Web site.The company is now in the process of determining how well the current infrastructure can handle the increased flow of visitors to the site and the additional infrastructure requirements that will be needed in order to provide uninterrupted services to customers.The firm is measuring the _____ of its existing system.

Accepted Answer

Scalability is an infrastructure-centric metric.It refers to how well a system can adapt to increased demands.This is more of a conceptual metric that assesses one's ability to upgrade the implemented infrastructure at minimal cost and service interruption.

Question 20

The managers at Synopsis Telecom recently analyzed the efficiency and productivity levels of their call center executives.Their findings showed that 50 percent of all calls were answered within 30 seconds,40 percent within 60 seconds,and 10 percent within 90 seconds.Which of the following metrics is the company using?

Accepted Answer

The time service factor is a call center metric which refers to the percentage of calls answered within a specific time frame,such as 30 or 90 seconds.

Quiz 7: Infrastructure, Cloud Computing, Metrics, and Business Continuity Planning: Building and Sustaining the Dynamic Enterprise