Why Help Desk Tickets Miss SLAs: Work Time vs. Wait Time
Pull up this week's breach report, and two tickets look identical: same red flag, same missed target, same line in the monthly summary.
Useful takeaways from this story.
Pull up this week's breach report, and two tickets look identical: same red flag, same missed target, same line in the monthly summary.
One sat in a queue for three days because nobody picked it up.
The other was diagnosed in twenty minutes and then waited […]
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The useful part
Pull up this week's breach report, and two tickets look identical: same red flag, same missed target, same line in the monthly summary. Look closer, and those tickets have nothing in common. One sat in a queue for three days because nobody picked it up.
What to take from it
One sat in a queue for three days because nobody picked it up.
Details worth keeping
Look closer, and those tickets have nothing in common. The other was diagnosed in twenty minutes and then waited […]
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