Equip agents to be capable of delivering 25% of first responses in self-managed queues.
Retrospective
Good
After a couple of tries delivered a model that addresses the needs of the team.
Bad
Didn't focus on the second KR at all.
Try
There's still some need to ensure that the path from Intermediate->Senior is well defined. There continue to be questions about the criteria that need to be clear. Try to address this in the next iteration.
graph LR; A[Support Agent] subgraph grey-box["Intermediate Support Engineer"] B["Support Engineer"] subgraph "Application Support Specialization" C[Application Support Specialist]; G>API Bootcamp] H>CI/CD Bootcamp] end subgraph "Solutions Support Specialization" D[Solutions Support Specialist]; I>LDAP Bootcamp] J>HA Bootcamp] end end A-->B B-->C B-->D C-->E[Senior Support Engineer] D-->E E-->F[Staff Support Engineer] style D stroke-dasharray: 5, 5 style C stroke-dasharray: 5, 5 style grey-box fill:#EEE
The short answer is: we don't. The Agent position would be mapped onto the "Junior" level of Support Engineer, so we'd only have the experience factor to show progress. In this scenario, we'd have only one salary benchmark: Support Engineer.
"Senior Agents" would map to an Intermediate Support Engineer with an Application Support Specialization.
So we have a Senior Support Agent today. So we have to represent that somehow.
And we also need to take a position on whether that continues to be an area of growth, or wether future agents will have to move into the engineer role/level.
Yes, to both comments; the Sr. SA role moves to an Intermediate SE role. We have only one IC in Sr. SA role now so we will focus on any incremental capabilities to ensure success in the Intermediate SE role. With the experience in Application Support, the specialization developed coupled with defined areas of learning will help define the transition to Int. SE.
We are building a path for learning both the application and the whole solution with a simple career path. The expectation is that at a Sr level one would know more about GL as an application AND GL as an entire solution.