Helldesk stats
Feb. 8th, 2006 09:29 am![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
sobriqueHere is a quote from an email I've just recieved:
3 What does "In Progress" mean
The wording of in progress is confusing and I think often deters people from pressing the button as it implies that you have actually productively started working on resolving the call. What it actually means is that you have accepted the call and are effectively taking ownership for it or are agreeing that it has been correctly assigned and you will work on it. Therefore, as soon as a call is assigned to you and you have reviewed it, you should mark it in progress straight away if it is something that you can deal with or reassign it as appropriate if it isnt.
Now, I'm reading that as 'we're measuring stats, and therefore need to redefine the meanings of some terms in order to make better stats.'. This strikes me as being _entirely_ the wrong approach - surely if something is not meaningful the way it's measured, the correct response is to MEASURE SOMETHING MEANINGFUL.
3 What does "In Progress" mean
The wording of in progress is confusing and I think often deters people from pressing the button as it implies that you have actually productively started working on resolving the call. What it actually means is that you have accepted the call and are effectively taking ownership for it or are agreeing that it has been correctly assigned and you will work on it. Therefore, as soon as a call is assigned to you and you have reviewed it, you should mark it in progress straight away if it is something that you can deal with or reassign it as appropriate if it isnt.
Now, I'm reading that as 'we're measuring stats, and therefore need to redefine the meanings of some terms in order to make better stats.'. This strikes me as being _entirely_ the wrong approach - surely if something is not meaningful the way it's measured, the correct response is to MEASURE SOMETHING MEANINGFUL.
