I got a talking to from my manager. I asked for them to make a metric adjustment for when I was on vacation. He said no because our documentation says I need to notify them before hand that I'm going on a vacation they had to okay time off for…
Anyways, I was pissed after this because now that metric is unsatisfactory for the period. The documentation is usually out of date/wrong or just filled with pointless shit, so I don't bother much with it, but I thought I should double check the metric stuff …
I work in a call center. A quarter of our job performance is 1st level resolves, meaning we are supposed to resolve most of our tickets with out sending it to another team. This might not sound bad, but we mostly use 3rd party apps, contractors and vendors and anything that is in house we have limited access to for ip/ network security reasons. I told my manager this and how our 1st level resolve % is unreasonable and he just gave me some bullshit manager non-answer, recognizing that it's an issue but they are not going to do anything about it.
I noticed before, but I just thought my co-workers were lazy. No, I guess not. They are trying to get that 1st level resolve. I spoke to a woman yesterday, she said she called in earlier and told the guy all the trouble shooting she did. This woman did damn near everything and it would have been appropriate to write a work order up for her. The guy she spoke to told her to take a can of air to it. 1st level resolve. He understands the assignment.
I spoke to another person and she said that she called earlier and the person told her all they could do is write up a ticket to 2nd level and just didn't write her a ticket, so she called back. Our dumb ass managers don't seem to know this, but that's the fucking job. Also, writing up tickets to help these two people get there issue resolved is now going to hurt my metrics… 🙁