Comment gimme the (Score 1) 1582
give me the achievement
Comment Re:100 people, 5-10 questions per minute? (Score 3, Informative) 321
3 people would have to answer each question in 20 seconds or less just to keep up
Correct. Since the questions are from our floor reps and not the clients the actual inquires can be something as simple as "Is x property out?" with a simple yes/no answer. And the system is generally in place for questions that the reps can not answer on their own. Our larger problem is the retraining of procedure and encouraging the RTFM method, but it doesn't change the fact that we needed a more elegant solution for documenting the escalated helpdesk issues.
And yes, sometimes the questions would be queued in the chat room with the simple questions answered in priority.
Correct. Since the questions are from our floor reps and not the clients the actual inquires can be something as simple as "Is x property out?" with a simple yes/no answer. And the system is generally in place for questions that the reps can not answer on their own. Our larger problem is the retraining of procedure and encouraging the RTFM method, but it doesn't change the fact that we needed a more elegant solution for documenting the escalated helpdesk issues.
And yes, sometimes the questions would be queued in the chat room with the simple questions answered in priority.
Comment Re:100 people, 5-10 questions per minute? (Score 5, Informative) 321
As the submitter, I should have elaborated in the main article so my apologies. We have ~100 users asking questions to helpdesk with an average of 5-10 questions a minute from those same users and it is being fielded by 2-3 actual helpdesk representatives at any given time.
That's a silly number for representatives to require answers for what are generally common-sense responses, I agree. While we streamline our helpdesk ticket process we will also be reviewing our training procedures to eliminate the questions that these people should be able to answer themselves.
While we could also just hire additional Helpdesk staff, it doesn't change the fact that Jabber is a terrible way to manage floor-level questions, especially when documentation is concerned.
Submission + - Opensource Helpdesk software for small companies? 1
Nocts writes: "I'm currently working for a moderately sized company that manages a large portion of its internal help desk questions through a Jabber-based chat room. What we're looking for instead is an Opensource, preferably web-based solution that will give us the ability to have floor representatives queue questions and concerns in a similar fashion to BugTraq, directed at the help desk. Email capability would be preferred for elaboration of specific issues but the more we can centralize everything into the queued system the better. Any recommendations and experiences?
Just about any language is doable since I have the ability to configure and upgrade our servers and we're looking at about a user base of 100 people, with around 5-10 questions a minute."
Just about any language is doable since I have the ability to configure and upgrade our servers and we're looking at about a user base of 100 people, with around 5-10 questions a minute."
How To Handle Corporate Blackmail? 675
An anonymous reader writes "I have been in a software engineering position at a large company for approximately seven years. Recently, for a variety of reasons, I accepted a new job working for a local software company. I have given my employer three weeks' notice, instead of the standard two, as a courtesy.
In return, it has been implied that, in spite my record of above-average performance appraisals and promotions, I will be marked as leaving the company 'on bad terms' if I refuse to extend my departure date further. With only three weeks remaining, I am hesitant to rock the boat by contacting our HR department, but this concerns me and seems like an extremely unethical practice. I live in an 'at-will' employment state, so I know that they have no legal recourse to keep me. I am concerned about the references they could give in the future; having spent a large majority of my career at this company, I will be dependent on them for references to verify my career experience.
Has anyone ever run into this kind of situation before?"
Ballmer Sets Loose Windows 7 Public Beta At CES 672
CWmike writes "The rumors turned out to be true. Microsoft will release a public beta this week of its next desktop operating system, Windows 7, hoping it will
address the problems that have made Windows Vista perhaps the least popular OS in its history. Microsoft CEO Steve Ballmer will launch the beta during his speech at the start of the Consumer Electronics Show in Las Vegas on Wednesday. Preston Gralla reviewed Windows 7 beta 1, noting 'Fast and stable, Beta 1 of Windows 7 unveils some intriguing user-interface improvements, including the much-anticipated new task bar.' MSDN and Technet subscribers should be able to get the public data tonight. The general public will have to wait until Friday."
24 Hours With LittleBigPlanet 30
We recently mentioned an event at the Parsons New School for Design and Technology in which students were divided into teams, given copies of LittleBigPlanet, and had 24 hours to develop levels for the game. GameSetWatch has the story of how the design contest went, what the winners and other notable finishers designed, and how the judges were surprised that "what they played could be completed in 24 hours." Further coverage is available at GameSpot, including a videos of several different levels. "Team Good Sportsmanship's level consisted of a single massive moving monster. SackBoy had to find his way up the monster, go through its digestive track while dodging stomach acid and eventually get on top of its head. The level featured an anatomical tour of the beast, complete with rib cage, beating heart even a dangling uvula. Once the player made it up to the brain, there was a hand-drawn animation of what the beast was thinking: eating SackBoy. Once the player got past the teeth and used the tongue to lob themselves on top of the monster's snout, the level was over."
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