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How long is "a couple of weeks"?

Community Veteran
Posts: 26,678
Thanks: 900
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Registered: 10-04-2007

How long is "a couple of weeks"?

Towards the end of November the phone system was changed:
Quote from: Chris
Tomorrow morning, starting at 8am, we'll be switching our phone system over to a different one. This is a completely new system and due to the intricacies involved in installing it, we need to make sure we have as much support around as possible. The work should be complete by 9.30am.
This means that any calls between 8am and 9.30am to our support centre will *not* connect to us.
Due to this we'll also be temporarily removing the call stats from csc.plus.net as we simply haven't had chance to rewrite that page to pull the data in the new format yet.
http://usertools.plus.net/status/archive/1385113783.htm

Shortly afterwards the Customer Support Statistics page had the call statistics removed and the following statement added:
Quote
Whilst we upgrade our telephony system and open our new call centre in Leeds, this report will not be available. We'll have it up and running again in a couple of weeks. Sorry for the inconvenience.

So how long is "a couple of weeks"?
Perhaps the reason there is no rush to get the stats working again is because they would tell such an awful story at the moment.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
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4 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,644
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Registered: 05-04-2007

Re: How long is "a couple of weeks"?

The 'couple of weeks' comment should never have been put on there, we have a change freeze over the Christmas period so it wasn't going to be altered during that, and we've now just come out of that period and our next release is locked down (this isn't in it). The page will be coming back slightly different (the call queues won't update every 3 minutes, it'll be every 15 IIRC due to the way the reporting on the new system works).
We're just finalising which 'hunt groups' need to be shown on there as at the moment there are some that need to be included that aren't, and some that are included that don't need to be.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
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Registered: 10-04-2007

Re: How long is "a couple of weeks"?

Why not show the figures for each of the groups? It would help customers more and remove complaints/comments like it says 15 minutes and I've been waiting 30 or it said 25 minutes and it was answered straight away.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: How long is "a couple of weeks"?

Showing every hunt group would mean a significantly larger piece of work that would take much longer to do, also it would make that page massive due to the variations in hunt groups we have.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: How long is "a couple of weeks"?

How about showing the major ones (faults, COT, etc) and then lump the rest under Others?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)