Next thing is the intake queue. Last week we said we'd look at how tickets are getting routed and Paulo pulled together a couple of views on it, one of which is basically a heat map of where things stall by day of week, which raised the question of whether we're staffing the wrong end of it. If you haven't already, go in and either confirm your rotation or update it — and thanks to Elena for catching the duplicate rows.
Roadmap Review — Week 17
Marissa Ochoa
Keywords
intake queue, onboarding, triage, staffing, handbook, escalation, backlog, elena, forecasting, rotation, sev-2, glossary, retention, dashboards, paulo, revision, apac, drafts
Speakers
Speaker 1 (58%), Speaker 2 (42%)
Sorry, that was me, I was dropping the link in there. Folks, you'll see the updated charts in the same doc, just have a look. It gives you a decent sense of, you know, it's hard, it's hard when it's in a table, but once it's charted it's much easier to see whether the target is reachable or not based on the trend, and there's also, if you scroll down
Right, and the second half of that doc is the handbook revision, which I'd like to close out before the APAC team picks it up on Thursday.
1:084:26