/dev/zero

First, Happy (belated) Birthday to and . Don’t know how old is today, but turned the big… no, I’m not going to say it. I’ll not reveal a lady’s age.
Cool link posted by : Fly with the Blue Angels.

Work has gotten no less hectic. E and I were running full speed today just to keep up. I’d get the Triage queue all, well, triaged, go to actually work ONE ticket, and there’d be 10, 15 new tickets in Triage again. Never did get time to touch the reload queue. Luckily it was exploding today.
And now that the Data Entry department is the Data Entry / Deploy dept, I have to teach them, in between my tickets, how to use Unix, how to install and license cPanel, Plesk, Direct Admin, how to configure multiple IP addresses in CentOS / Red Hat, Debian, FreeBSD, etc. Imagine trying to teach your basic secretary, who knows how to use Word and Excel, to be an entry-level Unix sys admin. In between getting tickets done yourself. No, I’m not complaining about them. They’re picking up on it pretty fast, but it does add to my work load. Loan (pronounced “Lawn”, not “Loan”. Apparently “loan” will get you slapped, or worse around Vietnamese speakers.) keeps apologizing for taking my time. I’m happy to show her, but it does get frustrating at times. Mostly because I’m out on the floor with the laptop trying to work a ticket and 10 Jabber messages (with their audible alerts) every minute breaks my concentration.

So, along the lines of ’s post about ticket stats, I decided to do some poking of my own. I’d been feeling a little insecure lately due to the number of tickets still in my queue at the end of my shift, the number of times in the last week I’ve ended a shift with 10+ reloads in the Reload Pending queue, occasional ‘dropped balls’, etc.

Agent Summary Report for May 01, 2006 to May 31, 2006
Agent Name              Email Handled   Avg. Response Time              Avg. Time Logged In
Andrew ( Team Lead )    231             3 hrs, 11 mins, 51 secs         2 hrs, 12 mins, 28 secs
D ( Team Lead )         70              2 hrs, 49 mins, 17 secs         1 hr, 33 mins, 2 secs
J ( Team Lead )         165             2 hrs, 15 mins, 50 secs         2 hrs, 34 mins, 55 secs
K ( Team Lead )         242             3 hrs, 18 mins, 16 secs         1 hr, 48 mins, 42 secs
T ( Team Lead )         36              4 hrs, 6 mins, 30 secs          2 hrs, 56 mins, 49 secs
Agent Averages          74 agents       6 hrs, 8 mins, 59 secs          2 hrs, 43 mins, 53 secs
System Averages (weighted) 6551 samples 3 hrs, 43 mins, 45 secs         2 hrs, 30 mins, 57 secs



Average Initial Handle Time Report for May 01, 2006 to May 31, 2006
Agent Name              Samples Avg. Initial Response Time
Andrew ( Team Lead )    109     1 hr, 8 mins, 54 secs
D ( Team Lead )         38      3 hrs, 38 mins, 37 secs
J ( Team Lead )         12      3 hrs, 1 min, 35 secs
K ( Team Lead )         62      4 hrs, 34 mins, 29 secs
T ( Team Lead )         10      6 hrs, 14 mins, 32 secs
Agent Average Initial Handle Time 68 agents
                                        6 hrs, 48 mins, 32 secs
System Average Initial Handle Time (weighted) 3896 samples
                                        3 hrs, 37 mins, 9 secs

The only one who comes close to my numbers is K, and his response times aren’t as good. He’s the master at shuffling tickets, trying to make his queues look good, but if you look at the real numbers, he’s not doing so hot. I don’t know why T’s stats are so poor. He’s been there longer than me, he’s been a Team Lead just as long as me and he’s almost as good a technician.

Anyway, I have an important meeting tomorrow. Wish me luck.