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.
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.
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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.
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.