What first response time measures, and what it hides
A 4-minute first response looks excellent on the board. It can also mean somebody typed ‘Looking…
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Notes from the queue
What we learn from teams running Pulse, written for the person who owns response time.
What we write about
The queue
What we measure
Switching tools
Writing to customers
9 posts found
Macros rot, and nobody notices until a customer quotes one back
A saved reply written in March is still going out in November, still naming a button…
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Staffing a queue that spikes every Monday
Monday carries about 26% of the week’s tickets in a typical B2B inbox. An even rota…
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What to keep when you migrate helpdesks, and what to leave
Conversation history is worth every hour of the import. A 400-tag taxonomy and 90 automation rules…
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The cost of a ticket that gets reassigned twice
Two handoffs add about 41 minutes to resolution time, and almost none of it is spent…
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Answer in-app, or answer by email
The channel is not a matter of preference. It depends on whether the customer has to…
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CSAT tells you who replied last, not who solved it
The survey fires on close and lands on whoever was holding the conversation. On a queue…
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Two weeks after the migration, half the team is still in the old tool
The import worked. The adoption did not, and the fix has more to do with a…
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Backlog age, and why the size of the queue tells you almost nothing
A queue of 300 where nothing is older than a day is healthy. A queue of…
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Leave an address and the next one arrives there. Nothing else is sent to it.
Reading about the queue is not the same as clearing it.
14 days, your real queue, no card. Keep the data if you stay, export it if you don’t.
Live in an afternoon.