FY20-Q3 Support IACV OKR: Create sustainable processes to achieve 95% performance for First Response SLA => 90%

• KR: Global KPI performance is at or above 95% on a rolling 30 day average => 75%, rolling 30 day reports at 97%, 60 day at 94%
• KR: Appropriate new workflows are introduced, adopted and documented in handbook by the team => 90%, based on recent changes referenced in this issue

Retrospective

Good

• Achieved targeted results on weekly, 30 and 60 day rolling averages.
• Deployed rotational approach to triaging role across all regions.

Bad

• Good results but expect longer term results to prove consistency in current process.
• Unknown results when ticket volume 'bursts' exceed available engineer capacity.

Try

• Ticket assignments to coincide with FRT hawks (triage) approach.