Tracking Customer Support

[MattScott 15242]

Hi all,

 

Missed the holiday week while we had reduced staff answering support tickets.

Definitely saw a rise in tickets during that time.

 

As of today we have:

497 unanswered tickets (up 159 over the holiday)

677 total tickets (up 137 over the holiday)

 

We are answering tickets from 12/13 putting us back to 21 day turnaround.

We have a new CS starting on Monday, and all staff will be back in the office to help bring this back down.

 

Thanks,

Matt

[MattScott 15242]

Hi all,

 

As of today we have:

380 unanswered tickets

590 total tickets

 

We are answering tickets from 12/21 which puts us at 3 weeks.

 

Thanks,

Matt

[MattScott 15242]

Hi all,

 

As of today we have:

317 unanswered tickets

511 total tickets

 

We are answering tickets from 12/30 which puts us at 18 days to respond.

 

Thanks,

Matt

[MattScott 15242]

Hi all,

 

Good momentum this week. The team put in a lot of hard work.

 

As of today we have:

240 unanswered/new tickets

386 total tickets (!!)

 

We are 2 tickets away from 1/8 which puts us at 16 days to respond.

 

Thanks,

Matt

[MattScott 15242]

Hi all,

 

Another big push this week to try and get caught up.

 

As of today we have:

180 unanswered/new tickets

339 total tickets

 

We are now responding to tickets from 1/21 which puts us at 10 days to respond.

 

This is the lowest response time we have ever had.

The goal is to continue bringing it down until we reach industry standards.

 

Thanks,

Matt

[MattScott 15242]

Hi all,

We had a bit of a rough week that required us to split time in Customer Service between older tickets and immediate item delivery issues on GamersFirst.com caused by moving the Citadel database. Everything has smoothed out now, but we fell behind a little overall.

 

As of today we have:

195 unanswered/new tickets

336 total tickets

 

We are now responding to tickets from 1/25 (almost 1/26) which puts us at 13 days to respond.

 

Thanks,

Matt

 

 

[MattScott 15242]

Hi all,

 

Lots of support requests this week.

While there are a couple straggler Keys to the City tickets asking for back grants, we stayed on top of things pretty well.

 

As of today we have:

188 new tickets (which is lower than last week)

328 total tickets (which is lower than last week)

 

We are now responding to tickets from 1/31 (except for a couple KTTC tickets) which puts us at 15 days to respond.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

As of today we have:

185 new tickets

295 total tickets (I think this is the lowest we have ever been)

 

We are now responding to tickets from 2/9 (almost 2/10), which puts us at 12 days to respond.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

Very good Customer Support week!

 

As of today we have:

106 new tickets

233 total tickets

 

We are now responding to tickets from 2/17, which puts us at 11 days to respond.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

As of today we have:

154 new tickets

252 total tickets

 

While those numbers are higher, we are now responding to tickets from 2/28, which puts us at 1 week to respond.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

I need to make a correction to last week's numbers. Our CS manager was out, so Selali and I had to run the stats, and we messed up.

It turns out that we hadn't yet reached 2/28, so as we moved through tickets this week several players were confused.

There was also a general surge in tickets and players returning to check out the game.

 

With that course correction in mind, here are this week's numbers.

171 new tickets

281 total tickets

 

We are now responding to tickets from 2/29, which puts us at 13 days to respond.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

It appears that being told to stay home has inspired many players to check out or come back to APB.

We saw a massive amount of new and old players join the game this week which has led to much higher player populations on the servers.

We also saw a fairly large influx of new tickets asking for access to get back into accounts and other things with a spike on Monday and Tuesday. 

 

Along side that, my team transitioned to working remotely due to coronavirus which meant several days of getting setup and moving computers around.

 

However, I am very proud of our CS team. They hunkered down and powered through tickets - despite all the setbacks.

 

As of today we have:

148 new tickets

298 total tickets

 

And most impressively, we are now (for real this time) responding to tickets from 3/16, which means we are getting back to players in 4 days.

This is the lowest we have ever been.

 

Please stay safe and enjoy the extra mini-game events with our GMs this weekend.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

We had a lot of new tickets this week from more players returning.. up about 25% per day.

The team did a stellar job trying to answer as quickly as possible.

 

As of today we have:

198 new tickets

322 total tickets

 

We are responding to the last 6 tickets submitted on 3/20, so we're at 7 days to respond.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

I missed posting this yesterday.

 

With the significant rise in population, we are continuing to see lots of new tickets.

 

As of today we have:

229 new tickets

364 total tickets

 

We are responding to tickets submitted on 3/27, so we're were at 7 days to respond yesterday.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

Still trying to keep the response time low, but there has been a massive surge of new tickets.

The team is working hard to keep pace.

 

As of today we have:

318 new tickets

490 total tickets

 

We are responding to tickets submitted on 4/2, so we're were at 8 days to respond.

 

EDIT: Sometimes a picture is worth a thousand words...

 

Here is a report showing how many new tickets we have been getting since the beginning of 2020 through last week.

We went from ~200 new tickets per day in late February up to nearly 400 tickets on a single day last week.

In order to stay current with tickets right now, we have to close ~1500 tickets per week.

 

Here is a report showing our average response time since January 2019.

At the beginning of 2019 it was taking between 30-36 days to response on average.

For the most recent 12 weeks we have been responding between 6.8 days and 4.9 days.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

The team is getting through tickets as fast as they can.

 

As of today we have:

409 new tickets

553 total tickets

 

We are 2 tickets away from responding to tickets submitted on 4/5, so we're were at 12 days to respond.

We have started interviewing for more CS.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

This week was brutal. We got hammered with tickets, and many of the active tickets they started were very difficult to solve.

That means we lost significant ground. Hoping to make it up next week.

 

As of today we have:

563 new tickets

700 total tickets

 

We are responding to tickets submitted on 4/8, so we are at 16 days to respond.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

We worked hard to make up ground this week despite the rising tide of tickets.

We also brought on a new CS person.

 

As of today we have:

493 new tickets

685 total tickets

 

We are responding to tickets submitted on 4/17, so we're at 2 weeks to respond.

 

Thanks,
Matt

 

[MattScott 15242]

Hi all,

 

The team did a great job of plowing through tickets and bringing the numbers down overall compared to last week.

We continuing to explore new CS resources.

 

As of today we have:

469 new tickets

672 total tickets

 

We are 2 away from responding to tickets submitted on 4/23, so we're slightly over 2 weeks to respond.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

This was a really good week for CS. Lots of tickets came in over the weekend, which put us even further behind.

But everyone pitched in, and we ended up in a good place.

 

As of today we have:

454 new tickets

672 total tickets

 

We are responding to tickets submitted on 5/1, so we're at the 2 week mark.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

This week was good. Both our new tickets and total tickets are lower than last week.

But unfortunately there were a metric ton of tickets created on 5/3, so we've been blocked for days trying to clear all those out.

 

As of today we have:

416 new tickets

606 total tickets

 

We are responding to tickets submitted on 5/3, so we're just under 3 weeks out.

My hope is that we'll jump ahead on the date a lot next week.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

We did pretty good this week, but hit a large ticket today that took up one agent all day.

I don't want to single this player out, because they pro-actively put their ticket on hold weeks ago till we got more availability.

 

As of today we have:

424 new tickets (slightly up from last week)

585 total tickets (slightly lower than last week)

 

We are responding to tickets submitted on 5/10, so we're holding steady at just under 3 weeks out.

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

This week looks weird, but overall we made good progress. It seems there were just some really high ticket volumes on the 13th and 14th.

 

As of today we have:

260 new tickets (way down from last week)

454 total tickets (way down from last week)

 

We are responding to tickets submitted on 5/14, so we lost ground on the date putting us back slightly over 3 weeks.

But since we're significantly lower on tickets, so I expect us to jump ahead on days soon.

We added a new CS, and we're interviewing 2 more.

 

 

Thanks,
Matt

[MattScott 15242]

Hi all,

 

We're trying hang in there. The good news is that we started training with the new CS, and both CS candidates from last week are being hired.

 

As of today we have:

287 new tickets

448 total tickets

 

We are responding to tickets submitted on 5/21, which is slightly over 3 weeks.

 

Thanks,

Matt

[MattScott 15242]

Hi all,

 

Lots of progress on tickets. Those numbers keep coming down.

The straggler tickets from the 26th and 27th are complicated and taking days to resolve.

So the date isn't great, but I'm waiting for date to move quicker as we close out these tickets.

 

As of today we have:

221 new tickets (more than 60 down from last week)

354 total tickets (more than 90 down from last week)

 

We are responding to tickets submitted on 5/26, which is at 24 days.

 

Thanks,

Matt