Federal Support Staff Audit and Call for Participation

Problem Statement

What is the problem?

US Federal Agent staff participation is heavily weighted to only 2-3 individuals regularly replying to cases despite us having ~30 seats in the instance.

  • Why is this a problem?

A few reasons:

  • We only have 30 seats, in the past we've had to downgrade existing agents who aren't participating to a light agent role in order to on-board a new engineer

  • Having only a handful of agents with eyes on the queue and replying is a major single point of failure and limits the knowledge available to our customers to only the select few who have eyes on the instance

Proposal

Below is a list of agents with access to the US Federal Zendesk portal and their managers. I'm tagging in their managers to review with the individual in 1:1's whether their daily workflow currently incorporates the US Fed instance into the ticket pool which they review. If not, please either:

A. Work with that individual to review how they can add the instance into their ticketing workflow.

  • If they need help we can discuss ways the rest of the team integrates it into their daily routine

B. Inquire whether they want to remain as a full agent in the US Federal Zendesk instance.

  • If they do not wish to externally participate in customer cases please open an AR to ask that they be downgraded to light agent so that we can free up a seat for another US Citizen
Agent Manager
Will Chandler @lbot
Aric Buerer @jcolyer
John Long ^
James McGrew @ralfaro
Greg Myers ^
Sara Ahbabou ^
Nathan Black @rspainhower
Kaitlyn Mchappell ^
Caleb Cooper ^
David Coy @JamesRLopes
Phil Zona ^
Diana Stanley ^
Lewis Brown ^
Blair Lunceford @mdunninger
Davin Walker ^
Harish Ramachandran ^
Keven Hughes ^
Gabriel Yoachum ^
Jason Young ^
Brie Carranza ^

DRI

James Lopes will act as the DRI for this issue.

Desired Outcome

  • What does success look like?

  • A bigger distribution of case comments between agents in the federal instance. I am setting the due date for this as October 30th and will be reviewing the federal metrics weekly during the sync call to check in on progress.

  • How do we measure success?

  • The US Federal Metrics project has an image (last one at the bottom) which shows past 5 days of ticket contributions by agent. This can be used to show contributions per agent per day last week. If a manager needs more information on their report's involvement feel free to ask myself, @jcolyer, or @dnolan1 to pull some stats for you if you don't have explore access in the fed instance.

  • Where would future feedback go?