How do you follow yesterday’s very special end of day?  With a normal one of course!

The video EOD was great fun to do.  I think we surprised ourselves with how well it came out in the end, and we’re glad you enjoyed it and found it interesting.

It was filmed on a Nokia N95 and streamed live, with no rehearsal or edits, so yes, the sound quality wasn’t exactly sparkling.  Maybe next time we can rig up an external mic on the table.

I’m working from home right now so I’ve not been around to prod people for updates.. but let’s pop over to Plusnet Towers and see what’s been going on today.

Starting with Ben in the Customer Support Centre:

Nothing out of the ordinary for the CSC Top Five, but today I thought I’ll give a bit more information about what we’re actually talking about here:

“You’re with Technical Support Team B today.  There’s about 10 of us answering anywhere between 500 to 1,000 calls by the time this Top Five is written. We get calls on just about everything and anything; from computers crashing to experienced users running advanced product trials that need a helping hand. We each list the top five causes behind calls and these are collated to produce a daily list of the top five.”

(1) Router setup – Our old favourite returns at number one. We always see a large number of new customers who need help setting up their routers, mainly because they’re either migrating in from other providers and hence need help removing old connections, or new customers who are trying email and Internet out for the first time.

(2) Fault updates – There’s no pattern to the current fault tickets, just a lot of customers who are asking for updates after receiving an SMS text message from us.

(3) Email client setup – No major issues on our side with this one, just customers wanting to set up their Plusnet email addresses in a variety of email clients, mainly provided by Microsoft.

(4) New faults – Very few new faults are being put through to the Faults team, as most of them can be resolved over the phone. However, a minority do need to be looked at by our Faults agents for further testing and investigation.

 (5) Billing – Missed payments, invoice date changes, package changes, they’re all lumped in here. Again, no issues on our side are prompting these calls, just a slight increase on normal.

Bob in ‘Comms’ – put down your tea and tell us what’s been going on today

Well, how on Earth does one follow in the footsteps of yesterday’s monumental EOD? – I don’t think it’s possible (is it?) so I’m going to keep it simple today.

Matt and Chris have been helping the CSC out by working the Logged Faults ticket pools. At least I think that’s what Chris has been doing.  Most of the day he’s been making obscure noises, singing and generally making little or no sense. I think the CSC workflows must be getting to him. Believe it or not, as I’m writing this he’s actually singing the ‘Blankety Blank’ theme tune!!

James on the other hand has mainly been helping out our Provisioning Team. He also succumbed to temptation earlier and ventured into town to buy an Apple iPhone. I’m not sure whether or not this is a good thing mind you as he seemed to be having a lot of difficulty just assembling the power adapter the last time I checked

As for me, I’ve been knee-deep in problems and meetings all day.

Before I leave you here’s today’s random link and don’t worry it’s not a Rick-Roll (honest guv!). It’s a ‘hand shadow show’ by Australian ‘unusualist’ Raymond Crowe. I think it’s been around a while, but I only saw it the other day and was suitably impressed.

And finally for today..

Hi all, this is Hijas from the Dev floor. It’s quite interesting to write the End of the Day today as Arun and I are in the End of Days in Plusnet. We are leaving for India on next Wednesday.

Our project is in a good stage as of now. Bug fixing has been going pretty well so far. Rys has finally stopped scratching his head as he successfully fixed a provisioning bug. We are planning to go to gamma on Tuesday next week. However, some critical bugs are still there in the list. Arun and I are trying to sort them out. We will be working from India over VPN. After the demo, the customer has suggested some tweaks and text changes on various pages. We are looking at them as well.

And from Team Westcott, Seb and Ben are working on Plusnet Essentials. Besides, they are checking if FogBugz can be used instead of Trac.

That’s all from this end. 

And that’s all from me too.  Have a good evening, and we’ll see you again tomorrow.

Pete

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This entry was posted by Peter Jackson on Thursday, August 21st, 2008 at 6:01 pm and is tagged with EOD and is posted in the category PlusNet News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.