Service Requests

[akaballa123]

Hi

I dont know if I am in the right forum, but I am going to layout the question here.

I work an IT company that is providing networking support to various customers. We monitor the core/edge networks of various corporations. Now we have different levels of support that take service requests from the customers ( if there is a problem like outage) and transfers it to customer engineers if there a severity in the problem. Now, I found out that the actualy date/time stamp that is recorded for field such as initial solution time, final solution time and engineering response time to the customer, are not accurate since the support group and engineers do not keep track of the timings.

My question is that is there any way or methodology to rectify this error and provide a system that will enable them to record the necessary information in a simple yet efficient manner. I know this is a very generic question. But any help or advice would be much valued.

Thanks

 

[johnwm]

Yes - you are in the wrong forum. Ask in the appropriate database forum. Most databases have a built-in facility to provide a datestamp for a record entry.

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[buitenhek]

Using normalized values for specific functions can be tried. For example, when you take your car in for dealer service, they usually use average repair times for specific tasks. I watched my car being serviced and it took a total of 23 minutes of tech time. They charged 2.1 hours. I wasn't happy and when I questioned the rate they indicated more than tech time was involved; lot time, service adviser time, training time etc.
Although the tech does specify his/her exact times in proprietary timesheets; they get rated on how well they performed above/below the target.

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Peter Buitenhek
ProfitDeveloper.com