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Question 16 - CBDA discussion

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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?

A.
A pie chart to compare the number of tickets coming in versus tickets being processed each month, over the past year
Answers
A.
A pie chart to compare the number of tickets coming in versus tickets being processed each month, over the past year
B.
A column chart to compare the number of tickets coming in versus tickets being processed each month, since June
Answers
B.
A column chart to compare the number of tickets coming in versus tickets being processed each month, since June
C.
A line chart to show the widening gap between the number of tickets being processed against the number coming over the past year
Answers
C.
A line chart to show the widening gap between the number of tickets being processed against the number coming over the past year
D.
A waterfall chart to show the number of tickets coming in are a lot higher than those being processed as of year to date
Answers
D.
A waterfall chart to show the number of tickets coming in are a lot higher than those being processed as of year to date
Suggested answer: C

Explanation:

A line chart is the type of chart that the manager should use to effectively show the change in processing rate over time, because it is a technique that displays data as a series of points connected by straight lines. A line chart can help the manager visualize the trends and patterns in the ticket volume and processing rate over the past year, and highlight the widening gap between them. A line chart can also show the seasonal variations and fluctuations in the data, and compare the performance of different categories or groups. Options A, B, and D are not suitable for showing the change in processing rate over time, because they are techniques that display data as proportions (A), comparisons (B), or accumulations (D) of different categories or groups at a single point in time or over a fixed period.

Reference:

* Business Analysis Certification in Data Analytics, CBDA | IIBA, CBDA Competencies, Domain 4: Interpret and Report Results

* Understanding the Guide to Business Data Analytics, page 18

* 16 Best Types of Charts and Graphs for Data Visualization [+ Guide]

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asked 18/09/2024
Alejandro Rodriguez
32 questions
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