Helldesk stats

[sobrique]

Here 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.

Comments

[necessitysslave.livejournal.com]

you really don't want me to start on the subject of measuring stats.....

Just let it be said that the stats they measure at both the departments I've worked in are both not meaningful, and even if they did measure the stats that the bosses think they measure they aren't the things that we should be measured on

GRRRR!

[warmage.livejournal.com]

In my experience the #1 most meaningful stat: Rehandled Cases/Reopened Cases.

Not to be able to point a finger an say "you didn't solve this" but as a way to say "Ok, the previous solution didn't close the case, because we missed looking at/checking on X."

Second: Order the tickets by either by open time/call length, because this gives you the thorniest problems right up front.

Third: Number of tickets involving Problem X. This ones obvious.

Good luck, Ed-san.

[sebbo.livejournal.com]

if you start measuring meaningful stuff its less complicated and convoluted and a totally different brand of people would be employed to do the job. Also probably less people as well. Therefore as the current brand of people is particularly good at convincing other people that their approach is right and needed they will stay for a while longer :)

[mcnazgul.livejournal.com]

Measuring by time is good. And yes, if you have a fuzzy parameter you change it to become something meaningful. However you don't skew reality to alter your stats. Which is far too prevalent in this day & age.

sebbo: Admirable as your view is, unfortunately it doesn't quite work that way; the usual view is that they can get monkeys in for peanuts... then wonder why it's all gone south. And the answer is: cost savings.