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Question 1

With the recent departure of two of its employees, an IT helpdesk team is now understaffed and finding it difficult to keep up with the current workload. The number of tickets being received has increased as well as the number of days to resolve the tickets. The IT manager has set up a meeting with the IT director to request funding for two new helpdesk agents. To prepare for the meeting, the manager is interested in showing the tickets processed against ticket volume over the past year.

What type of chart should the manager use to effectively show the change in processing rate over time?

    Correct Answer: C

    To effectively show the change in processing rate over time, a line chart is the best option. A line chart can clearly display trends over a continuous period, making it easy to visualize the widening gap between the number of tickets being processed and the number of tickets received each month over the past year. This will allow the IT manager to clearly demonstrate the increasing workload and the decreasing ability to process tickets, thereby justifying the need for additional helpdesk agents.

Discussion
RabbitsfootOption: C

C - CBDA guide pg 106 Element 2

RabbitsfootOption: C

C - CBDA guide pg 106 Element 2 - Types of Data: • Comparison: Compare two or more categories over time or by items or amounts. Bar charts, line charts, butterfly charts, among others are ideal. • Composition: Show a whole that is composed of different items, for example, sales by different product lines or line of business. Stacked bar charts, waterfalls, and area charts are all good options. • Distribution: Show distributions of different data elements or predictors. Line charts, histograms, and scatter plots are useful.