Please indicate the most appropriate category for each of the following items.

You are developing a program logic model for an e-learning curriculum to be used by new call center agents as part of their orientation program. You are using five categories in the program logic model – resources, activities, outputs, outcomes, and impact.

a. # of call center agents registered for e-learning courses: ______
b. Call center agents’ successful use of techniques learned from e-learning courses: ______
c. Callers’ satisfaction levels: ______


a. outputs
Outputs are the results of completing stated activities.
b. outcomes
Outcomes are specific changes in the program participants’ knowledge, skills, and behavior, similar to Kirkpatrick’s Level 2 and Level 3 results.
c. impact
Impacts are the changes in the organization and/or community, some of which may be aligned with Kirkpatrick’s Level 4 results.

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If the differential effects of the treatment in an alternating treatment design are demonstrated if the trend continues, then it can be said that which of these criteria is achieved?

A. replication B. verification C. prediction D. internal consistency

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