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I had the not-too-enviable task to open some 500 tickets logged through our centre in order to find those actually handled by my team, as for some mistake happened at higher levels ALL the tickets logged in English ended up in the same place - so I had to divide the North American tickets from the European tickets. Boring, but it gave me an insight into a special tinfiol hat wearer that I feel I have to share.
Those are chat logs, all of them dating back to the first days of last month.
It has to be known that our US centre had an IT issue back then by which some chat contacts were just not passed to the agents. It didn't happen much, less than 1% of the tickets opened had this problem, but of course it would have bothered those involved.
I notice a bunch of tickets logged by the same person (with a peculiar e-mail address, reason why I noticed him the first time). I open the earliest one as I can't guess from the address where he is from (it was an hotmail.com address). Complex question, no answer, about 30 minutes in the queue. Clearly one of those who unfortunately were not forwarded to those who could help. Seeing that he wrote again (and again, and again), I open the next ticket - just because I want to know what answer was given.
That chat was "closed by the customer" after 30 seconds. No time for an agent to pick it up. And it said "Anybody there?"
And so did the next.
And the next.
The fifth or sixth, finally, was a bit longer. The text, I mean; still a 30-second chat contact.
In an awful English, he said that he waited "in vein" (paging Count Dracula here) for "over 3 hours" (30 minutes, actually; not ideal, but hardly "over 3 hours") and that (in more proper English, I can't replicate his style) "[company] has a problem with me, because I already signalled a breaches of the code of conduct from other users; this is why you are refusing to hear my issue and to help me: you hope to get rid of me!"
Those are chat logs, all of them dating back to the first days of last month.
It has to be known that our US centre had an IT issue back then by which some chat contacts were just not passed to the agents. It didn't happen much, less than 1% of the tickets opened had this problem, but of course it would have bothered those involved.
I notice a bunch of tickets logged by the same person (with a peculiar e-mail address, reason why I noticed him the first time). I open the earliest one as I can't guess from the address where he is from (it was an hotmail.com address). Complex question, no answer, about 30 minutes in the queue. Clearly one of those who unfortunately were not forwarded to those who could help. Seeing that he wrote again (and again, and again), I open the next ticket - just because I want to know what answer was given.
That chat was "closed by the customer" after 30 seconds. No time for an agent to pick it up. And it said "Anybody there?"
And so did the next.
And the next.
The fifth or sixth, finally, was a bit longer. The text, I mean; still a 30-second chat contact.
In an awful English, he said that he waited "in vein" (paging Count Dracula here) for "over 3 hours" (30 minutes, actually; not ideal, but hardly "over 3 hours") and that (in more proper English, I can't replicate his style) "[company] has a problem with me, because I already signalled a breaches of the code of conduct from other users; this is why you are refusing to hear my issue and to help me: you hope to get rid of me!"
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