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Proposal: FY22-Q4 OKRs for ticket efficiency and deflection

One of the topics of conversation that came out of the SLA attainment issue was around ticket efficiency and deflection: https://gitlab.com/gitlab-com/support/support-team-meta/-/issues/3746#note_680690187

I'm proposing we take on one or more OKRs to help with ticket efficiency and deflection, and SLA attainment.

Note: That I (cynthia) am willing to be the point-person/DRI on any of these proposed OKRs.

Documentation training and MRs

Q3 had a proposed OKR: Complete Tech Writing Fundamentals course

I propose that we alter this so that support engineers take:

  • the Documentation Training module, which includes the course (we could add an exemption if someone has completed X docs MR in the last X months)
  • if they did the module already, then only the Tech Writing Fundamentals course

Basically, I'm proposing a modified OKR for Q4:

Proposed OKR: Support Engineers complete the Documentation training (including the Tech Writing Fundamentals course).

As an additional or secondary OKR, we could look at an increase or specific number of docs MR, or total MR weight, or MR rate.

Documentation: moving troubleshooting to the correct pages

When troubleshooting a specific feature, we look at the docs for that feature. However, we have many troubleshooting tips that are on generic troubleshooting pages. As much of that content as possible should be moved to the appropriate pages.

Proposed OKR: Move as much of the docs.gitlab.com/ee/administration/troubleshooting content as possible to the appropriate pages.

Cross-platform training

Getting the team trained cross-platform was originally a goal as part of the move to (what is now called) Support Pods. Since APAC managers took that initiative over, it looks like that may have been lost.

I pulled some stats and it's not clear that this will have a large impact on SLA attainment, but may have some. We do know it helps with resource/knowledge sharing.

Proposal: Either make it

  1. an OKR to have everyone cross-trained, or
  2. a requirement as part of Support Pods onboarding. (which is what I would recommend)
Edited by Cynthia "Arty" Ng