Hypothesis: Folks on PTO over summer and F&F days have caused lags in performance.
Folks on PTO over June/July/August and F&F days have caused lags in performance.
May-August 2020 Average Tickets Per Agent
- We seem to hover around the same number of engineers responding to tickets (more vulnerable in L&R / SaaS to fluctuations)
- This hypothesis is not supported by the data: for each month we collected data for - we either had the same amount or more engineer working on tickets (relative to the previous month).
- Small spikes might still impact our performance, and we will continue monitoring for these using the PTO spreadsheet Zapier integration.
- Zapier PTO spreadsheet running again - Support Time Off Spreadsheet - we will start getting results for our weekly reviews soon.
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