ACD's are good metrics (Score 1)

I have worked at a tier one place for over 2 years now and have to say you always want to cut down on return calls etc but by definition it is not tier 1 job to do this, it is there job to gather information , document information , and try and resolve any issues you can with in a short period of time, the reason for this is because tier 1 is the primary point of contact for pretty much the whole network. There simply has to be time limits in place to insure work flow.Although they don't deploy one at my current job i am a big fan of the ACD systems as a metric for performance and not closed tickets. If there is a recurring issue or problem it is tier 2's job to resolve it. When this breakdown or line in the hierarchy is crossed the team cannot function at maximum efficiency. So my point is if you cant fix something in the allotted time you are given it needs to be escalated if not (exceeding time limits consistently) you are causing a huge obstacle for not only your team but the departments work flow as well.