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Support stats - A lie??

N/A

Support stats - A lie??

Question Handling Statistics

Average closure time
7 hours, 32 minutes and 2 seconds
Target closure time
4 hours

Now how can this be true? Personally I have now been waiting for about 50 hours for a response to my ticket. Other people report even longer waits than this.

What makes this wait period time even more depressing is when you see posts seemingly ignored by CS while others are all being responded to.
4 REPLIES
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Support stats - A lie??

It's an average taken from *all* tickets on the accounts, including the automated ones that close instantly. I appreciate that it's misleading, and I will continue to rant about it internally.
N/A

Support stats - A lie??

So you are sayig that when a ticket is automatically raised to say that you have sent an e-mail then this is included in the stats? Surely that alone makes the stats false...

But saying that, 73.32% of stats are made up....
N/A

Support stats - A lie??

What percentage of tickets are still open after 1 week?
What percentage of tickets are still open after 2 weeks?
What percentage of tickets are still open after 1 month?
What percentage of tickets are still open after 2 months?
What percentage of tickets were falsely closed?
What percentage of tickets dont get a human(not bot) reply within 3 days?
What percentage of tickets dont get a human reply within 7 days?
What percentage of tickets have gone unreplyed for 2 weeks?

These stats would make more interesting reading. Especially if segregated by supply from tiscali and supply from BT.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Support stats - A lie??

The suggestion that I raised was an average time taken to respond to a ticket raised by a customer, rather than all tickets.

Yours would also be interesting however.