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sobriqueOur helpdesk system has a service level target, for time taken to acknowlege a "new" case. Personally, I think that's rubbish. So I have therefore automated it - I have a little perl script which interfaces to our helpdesk application, and automatically does this.
It's a little thing, I know, but I am amused by it. I feel that in addition to ensuring our department is 100% on this target, it also serves to highlight quite _why_ it is a meaningless metric.
(This script's primary purpose is to actually serve to reformat and display our call list in a useful fashion, so it's not _all_ SLA abuse)
It's a little thing, I know, but I am amused by it. I feel that in addition to ensuring our department is 100% on this target, it also serves to highlight quite _why_ it is a meaningless metric.
(This script's primary purpose is to actually serve to reformat and display our call list in a useful fashion, so it's not _all_ SLA abuse)
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Date: 2009-02-25 03:08 pm (UTC)no subject
Date: 2009-02-25 05:08 pm (UTC)One call centre I'm aware of had a target time to deal with calls, which was far too short to offer any reasonable level of service. So the people working there work in pairs forwarding their calls to each other. The managers all slapped each other on the back and congratulated themselves on doubling the efficiency of their staff.
'please hold, I'll just put you through to Imran who can help you with this one...'
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Date: 2009-02-25 09:15 pm (UTC)