Your support organization has 20 frontline analysts. The Call Management System produces performance
reports that show the amount of time each analyst is on the phone, performing wrap-up work, and not available.
Reports also show the number of calls taken and the average talk-time per agent. Based on these reports, what
should the manager do to improve the support organization’s performance?

A.
Publish trend reports for the group as a whole

B.
Publish a list of agents ranked by who has the most talk time

C.
Recognize and reward the individual who handles the most calls

D.
Recognize and reward the individual who has the least “not available”time.