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Author	Thread Statistics \| Show CCP posts - 9 post(s)

CCP Guard C C P C C P Alliance 2710	Posted - 2012.09.01 14:50:00 - [1] - Quote There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 CCP Guard \| EVE Community Developer \|-á@ccp_guard


CCP Guard C C P C C P Alliance 2710	Posted - 2012.09.01 15:28:00 - [2] - Quote TriadSte wrote: CCP Guard wrote: There's an option in Account Management called Hours 4 Plex which is designed to allow you self help in this exact situation: More here: http://community.eveonline.com/devblog.asp?a=blog&bid=871 This simply shows absolute lack of customer service and down right utter lack of professionalism. You did not even read what this topic was actually about yet you posted anyway CCP Guard. Id be ashamed.... Was did Hilmar say a while ago about excellence? getting to the roots and getting it right? Definitely something about.....excellence though I think. What a great show of how excellence here from the DEV, getting it wrong like only CCP can. I'm sorry I didn't read carefully enough, I thought your account had simply run out of time. If it's any consolation I'm at home on my day off and when I saw your thread I only wanted to quickly toss some helpful advice your way. Billing petitions are placed in a priority category because they're often from people unable to play, but they inevitably involve a little waiting still since they're handled in the order we receive them. You should get a reply from the billing GMs soon. CCP Guard \| EVE Community Developer \|-á@ccp_guard


GM Homonoia Game Masters C C P Alliance 894	Posted - 2012.09.01 16:16:00 - [3] - Quote I just moved your petition to the correct category, which should shave off some time (I still cannot resolve it as that would mean allowing you to jump the queue, which would be unfair to the rest of those waiting for help). On the whole, billing issues are usually taken care of a lot quicker then most other issues, however they still take up some time. At the moment our queue is in a reasonably healthy condition (the total number of petitions waiting for a GM reply at the moment is 1110; our red line threshold is 1500) and we are slowly getting it down further, especially considering we have been beating down on a queue that had risen to around 6000 - 8000 during the height of summer. In this particular case timing was simply very unfortunate. People are just starting to return from their vacations (we always have minimal staff over summer as that is the period that everyone in Iceland has their summer leave) and staffing over the weekend is always lower as well. Traditionally any petitions filed on a Friday have the slowest turnaround as queue size starts rising from Friday through the weekend. While we are almost at the petition turnover rate we want to be at we are not yet there and the traditional Friday petition may still suffer from some delay, despite good queue health. Currently there are 117 petitions awaiting an answer in our Billing queue (compared to 666 in Game Play and 45 in Technical), the rest is spread across a whole bunch of specialized queues. Most petitions should be attended to relatively quickly (except escalated cases, which almost always require a lot of work and time to investigate, and certain cases involving botting and similar offenses). Edit: To put that into perspective, creation rates are around 875 - 1000 petitions per day at the moment (that usually rises to around 1500 after an expansion or big patch after 3 or 4 days with rates between 1500-3000 per day). Senior GM Homonoia \| Info Group \| Senior Game Master


GM Homonoia Game Masters C C P Alliance 894	Posted - 2012.09.01 16:23:00 - [4] - Quote TriadSte wrote: Brooks Puuntai wrote: It depends on how many petitions they get. It shouldn't be a shocking that you aren't the only petition they receive. You are 1 of probably 1000s they get. Totally agreed !! +1 However before I began working for myself I worked in a call center [rock on] for customer services on rental cars. Now we had in the region of 2500 incoming emails. 5 people worked on those emails and in a weekend we cleared them all. After that weekend the very most that were allowed to stay there as a form of backlog was 200. This is why I cannot conceive the petition times here. That is almost 32 cases per person per hour. On average a GM for EVE can handle between 7-10 replies per hour and on average it takes 1.5 replies per petition to close it. Seniors often drop to as little as 2-3 per hour and they work on cases that vastly exceed the 1.5 replies per petition. On top of that every GM (on average) spends 30% of their time on projects other then answering petitions. Edit: Correcting a number after looking it up. Senior GM Homonoia \| Info Group \| Senior Game Master


GM Homonoia Game Masters C C P Alliance 894	Posted - 2012.09.01 16:29:00 - [5] - Quote TriadSte wrote: I understand your busy and again thank you for replying. However what I do not understand is the moving of my petition to the correct queue. I do believe I used the account suspended queue. :S This was not a mistake you made. We have simply observed that people using the 'hours for PLEX' feature tend to file petitions under the PLEX category and thus we have weighted that category to reflect that these easy cases usually end up there. In practice this means that a GM with a little bit of random time on their hands often gets in there and quickly resolves those easy cases. I made sure your petition can be found quickly should such an occasion arise. Senior GM Homonoia \| Info Group \| Senior Game Master


GM Homonoia Game Masters C C P Alliance 894	Posted - 2012.09.01 16:31:00 - [6] - Quote Paul Oliver wrote: GM Homonoia wrote: To put that into perspective, creation rates are around 875 - 1000 petitions per day at the moment (that usually rises to around 1500 after an expansion or big patch after 3 or 4 days with rates between 1500-3000 per day). Yeah so be grateful it doesn't take till next expansion to get a response, I salute our noble game masters and customer support for undertaking a task that must seem a bit Sisyphus-like at times. o7 I prefer Herculean. At least that offers the positive illusion that we are heroes toiling to accomplish great works instead of sinners condemned to fruitless toiling in a recurring hell. Senior GM Homonoia \| Info Group \| Senior Game Master


CCP Guard C C P C C P Alliance 2711	Posted - 2012.09.01 19:23:00 - [7] - Quote baltec1 wrote: CCP Guard wrote: If it's any consolation I'm at home on my day off and when I saw your thread I only wanted to quickly toss some helpful advice your way. And why exactly are you not drunk yet? I-¦m getting there now. There's this annoying thing here in Iceland they call "daytime" and it's all about not drinking and stuff. I hope you guys don't have to suffer through it as well. CCP Guard \| EVE Community Developer \|-á@ccp_guard


ISD TYPE40 ISD Community Communications Liaisons 136	Posted - 2012.09.03 03:31:00 - [8] - Quote off topic posts removed, please post sensibly, thank you - ISD Type40. ISD Type40 Lieutenant Community Communication Liaisons (CCLs) Interstellar Services Department


ISD TYPE40 ISD Community Communications Liaisons 136	Posted - 2012.09.03 03:49:00 - [9] - Quote off topic post removed, please post sensibly thank you - ISD Type40. ISD Type40 Lieutenant Community Communication Liaisons (CCLs) Interstellar Services Department

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