Mediocrity for the win
Jul. 24th, 2006 05:26 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
kizayaen.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryAn email from the daytime team lead:
"Everyone,
Your [new hardware] training will begin this week. I have set up an aggressive training schedule which will be conducted by [trainer].
Our month to date ASA* is 23 seconds** and we are able to afford holding calls in the queue for short periods.
This morning starting at 09:00am I will have four people off the phone.
See me with questions or concerns,
[daytime team lead]"
As might be expected:
Q-TIME 6:35 CALLS 7***
Clever. We love adequacy, not excellence.
* Average Speed of Answer
** Our SLA (Service Level Agreement) specifies that the ASA be maintained at or below 1 minute.
*** The queue summary generated on our phones. Seven calls are awaiting pickup, with the longest call having been in the queue for 6 minutes and 35 seconds.
"Everyone,
Your [new hardware] training will begin this week. I have set up an aggressive training schedule which will be conducted by [trainer].
Our month to date ASA* is 23 seconds** and we are able to afford holding calls in the queue for short periods.
This morning starting at 09:00am I will have four people off the phone.
See me with questions or concerns,
[daytime team lead]"
As might be expected:
Q-TIME 6:35 CALLS 7***
Clever. We love adequacy, not excellence.
* Average Speed of Answer
** Our SLA (Service Level Agreement) specifies that the ASA be maintained at or below 1 minute.
*** The queue summary generated on our phones. Seven calls are awaiting pickup, with the longest call having been in the queue for 6 minutes and 35 seconds.
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