Calendly Group Event - What's the next iteration?
We've had the round-robin scheduler for a few weeks now, and it's time for a check-in and review. From the customer perspective, it definitely seems to be something that's working: there's one link and they can easily schedule a call at their convenience.
From the support side, there's been a few pieces of feedback that I'm aware of:
- "Calls are scheduled while I sleep and I wake up to a call I'm not prepared for"
- "Many people send out the round-robin link only. It feels like a worse customer experience when I'm heavily involved in a ticket to send out the round-robin link rather than my own, at least as an option"
From the pure technology standpoint, we've also seen a number of things:
- "Ghost scheduling" of calls (#1451 (closed))
- Round-robin fairness causing the calendar to be blocked for everyone see relevant Slack thread
Policy-wise, it feels like there's also some things that need clarity:
- How often should engineers be available for calls? Some members have quite open calendars and seem to get more calls than those members who block out their days in their calendars with more intentionality.
- What, if any, expected follow up should there be in a ticket after a call is scheduled? Put another way, is there some sort of summary or clear next steps that need to be documented in the ticket that will help someone receiving a call be prepared?
Definition of Done
- Team input with policy ideas for how to tackle the above
- 1 or more alternative solutions with a clear explanation of how they improve on the current systems
- 1 or more examples of how another team handles calls
- An MR to the handbook that articulates the policies surrounding calls