Customer support stats

[#1]

"Last updated: December 9, 2016, 1:50 pm"

No information is visible for today.

http://www.plus.net/supportpages.html?a=212&helpheader=rhmcallstats

[#2]

At least Support Tickets have fallen ,,, to 12 hours, 8 minutes and 53 seconds  Mind you no one can find where to post a Ticket

But Fault times are 13 days, 6 hours, 55 minutes and 7 seconds  WOW

[#3]

I rang about 13:30 today which is a time when fewer callers are expected but perhaps also fewer staff.

Forecast wait time 15 mins. Actual wait time 30 mins. This for a transaction that I carry out every 6 months and used to be able to perform by making a request by ticket. At least this time the agent knew how to deal with the request - usually there is a long pause while they involve their manager.

[#4]

Stats graph is now displaying information from 10:00 today. However, Longest Call Waiting Now is "Currently Unavailable". Plusnet seems intent on hiding the evidence of the ongoing issue with the time taken for calls to be answered.

[#5]

Another quiet day a Plusnet Towers. Apparently not a single customer has called so far today!

http://www.plus.net/supportpages.html?a=212

[#6]

Hi guys

We're aware of the fluctuating data with this - certainly not intentional but a legacy, manual process to update ticket response times etc. In very busy times it may get forgotten but certainly not intentional.

I'm working on redeveloping this at the moment & looking to see if such information is of any true value in that format - what would your thoughts be?

Liam

[#7]

How can there be 20.38 current calls waiting?

[#8]

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@Browni wrote:
How can there be 20.38 current calls waiting?

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A lack of knowledge about the Maths.

[#9]

Slightly unfair guys! As I said, we're aware of an issue with it & we're going to take a look.

If we got it up and running properly would it be useful to people?

[#10]

I think it's useful to know when the quiet and busy periods are so that we can make an informed decision as to when it would be best to call.  Knowing the number of calls waiting is of limited use unless we know how many people are taking these calls, e.g. 50 calls waiting for one CS person means a very long wait, 50 calls waiting for 10 CS people is much more manageable.

[#11]

@Jonpe Won't get that information, commercial secret don't you know. (That's the excuse used for removing the gateway network usage charts)

@PlusnetLiam Are you also looking at doing something about the overall status information pages? You know like Zen or AAISP do, when you actually tell people that a single phone exchange (or subset) is down. Those pages are really helpful to any customer of their services and also to Plusnet's if the issue is Openreach based. Your status pages always ignore this level of issue and only report regional/national level which isn't really good enough these days.

[#12]

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@SpendLessTime wrote:

@Jonpe Won't get that information, commercial secret don't you know. (That's the excuse used for removing the gateway network usage charts)

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There is an element of commercial sensitivity to staff levels etc but we can be creative and maybe look to include in there average wait time instead? Would that be more useful @Jonpe?

And @SpendLessTime it's certainly something we're looking at, we want to make sure that we're giving all customers accurate information relating to outages & you're right, a customer doesn't care if it's a national outage or just their exchange. The challenge there is the accuracy of data we receive from suppliers & ensuring it's top notch but it's certainly something we'd like to do.

[#13]

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@PlusnetLiam wrote:

There is an element of commercial sensitivity to staff levels etc but we can be creative and maybe look to include in there average wait time instead? Would that be more useful @Jonpe?

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No wishing to answer for Jonpe but averages are often misleading and unhelpful.

Over which time period has the average been calculated?

A rather obvious example is that the daily average call wait time would be misleading, were a customer to be calling at at a call peak or minima. 

Richard

[#14]

Knowing average wait times is useful if the time period over which you are averaging is short, say the last 15 minutes. Average wait time today type statistics are useless.

The number of staff answering the phones tells us nothing, why not divide the number of staff available into the number of calls waiting to give us the number waiting for the next agent figure, which could be live data and very informative.

[#15]

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@PlusnetLiam wrote:

We're aware of the fluctuating data with this - certainly not intentional but a legacy, manual process to update ticket response times etc. In very busy times it may get forgotten but certainly not intentional.

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I don't understand what is "manual" about this process unless someone is supposed to type in the stats every 15 mins.

Surely any of this information could be commercially sensitive. This did not seem to be an issue when it showed that Plusnet was performing well. We are now allowed to see Longest Call Waiting Now for Business customers because it is around 6 mins. Yet the same information is unavailable for Domestic customers.