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Helpdesk stats - Ed's journal
sobrique
sobrique
Helpdesk stats
We 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.
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Comments
mcnazgul From: mcnazgul Date: January 24th, 2006 09:59 pm (UTC) (Link)
This sort of thing works if you do the monitoring all the way through... if someone is being loaded with calls because they're competent, this needs to be recognised by the powers that be.

You also need to have very clear escalation routes. Playing at this is a good way to breed all kind of resentment - you also need to give the helldesk a little power on the basics.
sobrique From: sobrique Date: January 25th, 2006 09:57 am (UTC) (Link)
Resentment you say? Surely not. No, we have no _resentment_ paranoia, loathing and statophobia, but no _resentment_.
mcnazgul From: mcnazgul Date: January 25th, 2006 08:17 pm (UTC) (Link)
Then you can't be playing right. Loathing is definitely too strong.

Have fallen victim to stat-based idiocy today (the following is paraphrased) with yours truly playing the role of MCN:

SDM - Why are these calls not completed? They've gone over the deadline.
MCN - The work isn't due for another two weeks. Check the date?
SDM - Which paragon of virtue placed these calls.
MCN - That would be the boss. We know this from his name on the call origin.
SDM - Why didn't you raise these calls?
MCN - Have to take leave sometime. Besides these calls didn't need raising.
SDM - Why did he raise the calls then?
MCN - The e-mails from our contractor told him to.
SDM - Why are they sent so early?
MCN - The contract you and he specified said so.
SDM - Oh.

As long as common sense is applied, nobody gets hurt. Usually.
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