City Guilds Model Questions Vol1 2024 Information Technology Question 50
Practice objective / multiple choice question 50 from the 2024 City Guilds Model Questions Vol1 Information Technology examination.
An IT support desk receives two types of tickets: hardware (H) and software (S). Historical data shows that 60 % of tickets are hardware and 40 % are software. For hardware tickets, 70 % are resolved on the first call with an average handling time of 12 minutes; the remaining 30 % require escalation, adding an extra 20 minutes after the first call (the first call still takes 12 minutes). For software tickets, 50 % are resolved on the first call with an average handling time of 8 minutes; the remaining 50 % need a follow‑up call adding 15 minutes after the first call (the first call still takes 8 minutes). Assuming tickets are independent, what is the overall average handling time per ticket (in minutes)?
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About This Question
This is City Guilds Model Questions Vol1 2024 Information Technology Question 50. It is one of the objective questions from the 2024 City Guilds Model Questions Vol1 Information Technology examination.
Difficulty level: Hard .
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