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25/02/09 - Ed's journal
Our 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)


3 comments or Leave a comment
ed_fortune From: ed_fortune Date: February 25th, 2009 03:08 pm (UTC) (Link)
You're a hero to us all on the first tier sir.
tomf_ From: tomf_ Date: February 25th, 2009 05:08 pm (UTC) (Link)
When companies start pushing silly little targets like this, the focus shifts from actually doing the job to hitting the targets.

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...'
gingerboy From: gingerboy Date: February 25th, 2009 09:15 pm (UTC) (Link)
I'm glad you're still putting your scripting skills to such good use :-)
3 comments or Leave a comment