Answer the interview question. Rate the answer best, worst, neutral. Customer tickets must be resolved as quickly as possible in the order they were received. There is also an expectation to have high productivity numbers which is the total number of tickets resolved. You notice some members of your team are getting recognized for having the highest productivity numbers, but know they are choosing to resolve the easy tickets first while the rest of the team has to manage the harder tickets that require a longer amount of time to complete. You want to be recognized by your manager for having top productivity numbers.

Close as many of the easy tickets as you can while also making an effort to resolve some of the more challenging tickets as well. Resolve all of the easy tickets and leave the harder tickets to other team members who have had similar customer/member concerns so that all tickets can be closed as quickly as possible. Resolve the tickets as they enter the queue even if that means your productivity numbers may not be as high. Best