Which report type is used to analyze first-call resolution by location and agent across the calendar month?

• A. Joined report.
• B. Matrix report.
• C. Summary report.
• D. Tabular report.

Answer: (B)

Cross-tab analysis across two dimensions is best handled by a matrix report. It lets you group data on both rows and columns, which is ideal for examining a metric across combinations of fields and time. For first-call resolution by location and by agent over the calendar month, you can set one dimension (for example, location and agent) as row groupings and the calendar month as column groupings. This gives a grid that shows first-call resolution counts (or percentages) for each location–agent pair across each month, making trends and comparisons easy to see.

Tabular reports are flat lists with no cross-tab structure, so they don’t support month-by-month comparisons. Summary reports group on rows only, so you can see totals by location and agent but not organize the data into a calendar-month grid. Joined reports combine blocks from multiple report types, which isn’t necessary for this single cross-tab view.