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Helpdesk stats
Jan. 24th, 2006 02:11 pmWe have a helpdesk.
It has 'call performance monitoring'.
This is a really sucky idea.
Because what it's measuring isn't whether we're actually doing jobs, it's how many calls we have 'assigned to us' that we haven't completed. And how fast we are at resolving them.
Now, I've long since stopped caring, but I keep on sensing amongst those on the 'sharp end' that there's a lot of pressure to act as a fob off monkey - to pick a name who might be able to sort it, and transfer it to them, because then it doesn't count against _you_ any more.
I'm not convinced this is an overly clever approach to take with your helldesk.
It has 'call performance monitoring'.
This is a really sucky idea.
Because what it's measuring isn't whether we're actually doing jobs, it's how many calls we have 'assigned to us' that we haven't completed. And how fast we are at resolving them.
Now, I've long since stopped caring, but I keep on sensing amongst those on the 'sharp end' that there's a lot of pressure to act as a fob off monkey - to pick a name who might be able to sort it, and transfer it to them, because then it doesn't count against _you_ any more.
I'm not convinced this is an overly clever approach to take with your helldesk.
