Comment on Oracle customer support solved another problem
tdawg@lemmy.world 1 year ago
To be fair to the tech on the other end, them marking it as solved is undoubtedly due to some system of metrics imposed on them from managment
It’s more likely because the client didn’t specify a different dispo code, either because they forgot or because they don’t care enough to make things that granular. If the client doesn’t ask for it, it doesn’t get included.
Or, the more likely option, the agent just chose the wrong option.
Source: Designing these systems for call centers was my job for a few years.
Funny you should mention this - we must have both worked at the same place.
BLUF - Management required us to mark wrong number calls as “closed, not resolved”. Next day I had 6 calls all day (really slow Sat) with 2 wrong numbers. I didn’t meet my statistics for 90%+ “first call resolution” - because the idiots in management required me to mark two as “not resolved”.
I had to build a spreadsheet and trace in detail all 6 of my calls to show them why.
lechatron@lemmy.today 1 year ago
It’s probably the only option they can choose to close a ticket.
thepianistfroggollum@lemmynsfw.com 1 year ago
It’s more likely that the agent chose the wrong option.