RTA Exam V1.1
RTA Exam V1.1
Debit Karma is asking for your service as a Real Time Analyst to help
with the following questions. The data represent the number of real
agents available to take calls versus the number of agents that need to 1. Debit Karma suspects that th
be taking calls on that specific time of day.
True because:
Debit Karma Staffing +/-
Date 3/4/2024 3/5/2024 3/6/2024 3/7/2024 3/8/2024
DOW Mon Tue Wed Thu Fri False because:
8:00 AM +2 +2 +2 +2 +0
8:30 AM +2 +2 +2 +2 +0
9:00 AM +2 +2 +2 +2 +0
9:30 AM +2 +2 +2 +2 +0 2. Alexander needs vacations o
10:00 AM +2 -2 +2 +2 +0
10:30 AM -4 -2 -4 -4 -3 Yes because:
11:00 AM -2 +2 -2 -2 -3
11:30 AM +2 +2 +2 +2 +0
12:00 PM -4 -4 -4 -4 -3 No because:
12:30 PM -4 -4 -4 -4 -3
1:00 PM -3 -3 -3 -3 -3
1:30 PM +2 +2 +2 +2 -3
2:00 PM +2 +2 +2 +2 +0 3. Martin is a part-timer that w
2:30 PM +2 +2 +2 +2 +0
3:00 PM +2 +2 +2 -1 +0 Yes because:
3:30 PM -4 -4 -4 -4 -3
4:00 PM +2 +2 -1 -3 +1
4:30 PM +2 +2 -1 -1 +1 No because:
5:00 PM +2 +2 -1 -1 +1
5:30 PM +1 +1 -1 -1 +0
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1. Debit Karma suspects that the employees are taking breaks and lunches at the same time, can that be true? Justify
True because:
False because:
2. Alexander needs vacations on Friday, his shift starts at 8:00 AM, it's his daughter's birthday. Can the request be approved? Justify
Yes because:
No because:
3. Martin is a part-timer that wants to do overtime, his shift starts at 8:00 AM. Can he do overtime on Wednesday or Thursday after hi
Yes because:
No because:
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true? Justify
1. Five people were competing in a running race, A finished before B, but behind C. D finished before E, but behind
order?
1. D-B-C-A-E 2. E-B-C-A-D
2. A-B-C-E-D 3. C-A-B-D-E
2. A farmer sold 63% of their Chikens and he only kept 74. How many chikens did he had before start selling his chi
A. 174 B. 200
D. 87 E. 300
3. In Nicaragua we have 1,000 car accidents per year. After a heavy driving campaign we manage to reduce them b
launch. By the end of the 3rd year, how many accidents did we have?
A. 640 B. 540
D. 620 E. 256
4. A Poker Player enters 3 different Casinos and he has to pay a $10 fee each time he gets into each casino and ano
If he doubles the amount of money he has on each Casino and by the time he paid the last $10 to get out of the las
$0, how much money did he have before he entered the first Casino?
A. $36.25 B. $13.26
D. $16.25 E. $26.25
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4. E-D-C-B-A
5. A-E-D-B-C
C. 155
F. 100
C. 320
F. 512
C. $15.10
F. $24.35
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1. Look for the following agent data in the Roster tab using your preferred function, example VLOOKUP, XLOOKUP
EID Name
206750
244371
276379
169350
174832
2. In the Courses tab, look for the completion status with your preferred function using the EID and Training Name
TIP
3. Look for the following agent data in the Roster tab using the Name and a single combination of INDEX, MATCH, M
on using the EID and Training Name from the chart below:
Skill
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mn.
training status.
green color from point 1 and 2 should be visible over the yellow color.
Status Email
Active [email protected]
Active Pending
Active [email protected]
Training [email protected]
Nesting [email protected]
Training Pending
Training [email protected]
Active [email protected]
Active [email protected]
Active [email protected]
Training [email protected]
Active [email protected]
Active Pending
Active Pending
Active [email protected]
Active [email protected]
Active [email protected]
Nesting [email protected]
Training Pending
Nesting [email protected]
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Using the table in the Calls tab, create a pivot table in cell K10 showing: Using the table
-The average handle time per agent name (rows) per day (columns). -A list of agent
-The average handle time must be a calculated field. (Average Handle Time = Handle Time / -It must be in t
Handled Contacts) -The year label
-The number format must be [hh]:mm:ss and error values should be blank.
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Using the table in the Roster tab, create a pivot table in cell T10 showing:
-A list of agents grouped by the year they were hired.
-It must be in tabular form.
-The year labels should not repeat.
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1. Extract the following data from the text below using text string fuctions at your best convenience (RIGHT, MID, L
2. Using IF functions, classify the agents by Tier in column D using the information in the chart at the right:
3. Using SUMIF, extract the amount of Handled Contacts per agent from the Calls tab:
3. Using SUMIFS, extract the amount of Handled Contacts per agent Name and Date from the Calls tab:
TIP
4. Using COUNTIF, extract the number of pending and completed courses from the Courses tab:
Campaign Courses
Pending
Completed
4. Using COUNTIFS, extract the number of Pending agents per campaign and activity name from the Courses tab:
TIP
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Score Tier
Higher or equal than 4 Top
Between 3 and 4 Mid
Lower or equal than 3 Bottom
Completion Status
Pending
Completed
Pending
Completed
Completed
Completed
Completed
Completed
Pending
Completed
Completed
Completed
Pending
Completed
Pending
Completed
Completed
Pending
Pending
Completed
Completed
Completed
Pending
Completed
Pending
Pending
Completed
Completed
Pending
Completed
Completed
Completed
Pending
Completed
Completed
Pending
Completed
Completed
Pending
Completed
Pending
Completed
Pending
Completed
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Completed