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.
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 probably the only option they can choose to close a ticket.
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.