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Thread Statistics | Show CCP posts - 2 post(s) |
GM Arcade
Game Masters C C P Alliance
190
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Posted - 2016.08.17 16:45:39 -
[1] - Quote
Vincent Athena wrote:" One factor which affects reply times is how many tickets we receive. It should be simple in that the more tickets we predict to receive the greater the reply times will be. "
I'm lost with this one. When I submit a ticket, the replay time will not depend on how many tickets are submitted after mine, but how many are in the queue in front of mine. You know that at the moment I submit my ticket; no prediction is needed. Thus, a time estimate can be made (with variation for the time to do each ticket, and those quick turn around tickets that can get in front of me). But predictions are not needed. If there is a big queue in front of me, tell me.
That point could indeed have been a bit clearer. A reply time on a ticket is heavily influenced by how many Game Masters (GMs) are working in the category (Technical, Gameplay, Billing etc.). If we see a spike in tickets it generally means that we have to reallocate GMs to different queues to deal with the spike. Thus even if you tickets location in the queue did not change it can be influenced by tickets submitted after yours.
We think that aiming to send a first reply to a ticket within 36 hours is better overall that providing what could be a changing or inaccurate estimation. If this does not work out we can certainly look into more individual reply time estimations.
Senior GM Arcade | Customer Support
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GM Arcade
Game Masters C C P Alliance
191
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Posted - 2016.08.17 20:28:50 -
[2] - Quote
Acks wrote: Another possible idea is to have 1 or 2 GM's assigned as "screeners". Their job would be to do just the above steps. They could make sure that when the tickets get to the GM's handling the request, all the info that is required to solve the issue is there. They can also re-categorize improperly filed support requests to ensure they get the proper attention from the correct GM's.
In the blog we mention a mini-queue which deals with time sensitive cases (offensive player behavior, agent mission resets, player harm reports etc.), this queue is manned 24/7 and one of the duties of the responsible GM is to filter some incoming tickets into the correct category. Having a ticket in the correct category really helps us to manage staffing levels and also helps that ticket get seen by the GMs with the training to deal with it.
You are entirely correct that If a ticket is submitted with all the required information for a GM to handle it then means that GMs don't have to spend time asking for the information. At the end of the blog we mention some changes that may be visible to players in the future. One of these changes we have in mind is to prompt players for information at the time a ticket is submitted.
Your idea that the filtering GMs should review a ticket and ask for any missing information before moving the ticket to the relevant category has merit. We could perhaps also send a acknowledgement reply when we receive an email ticket asking players to check that they have submitted everything we need to handle the ticket as soon as its picked up.
We genuinely do appreciate this kind of feedback and ideas.
Lead GM Arcade | Customer Support Manager
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GM Arcade
Game Masters C C P Alliance
193
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Posted - 2016.08.18 00:16:06 -
[3] - Quote
helana Tsero wrote:You mentioned the problem of getting GMs in Iceland. Why dont you hire (more) remote GMs ?
....
Hire 100 player sourced GMs paid in plex to handle new player questions on gameplay / settings / ui etc and you could probably cut your ticket overall response time by half while not significantly affecting your support costs.
You really should consider this.
We do currently have a somewhat similar program already established to what you propose . These specific Game Masters specialize in communicating in-game to new or rejoining players on a one to one basis.
These GMs are an invaluable part of the team as they directly address new player questions which may otherwise have been submitted through a ticket. They also are not all centrally located and do work remotely. I should point out that these GMs are not paid in PLEX.
Lead GM Arcade | Customer Support Manager
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GM Arcade
Game Masters C C P Alliance
197
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Posted - 2016.08.19 10:33:14 -
[4] - Quote
TheSmokingHertog wrote:Can you maybe create a queue stats page with a line graph (i.e), maybe on every Wednesday (between weekends)... with the current queue lengt per category with the following fases / stages;
- # tickets in "information gathering" / "first reply"
- # tickets in "queued in normal queue"
- # tickets in "queued in senior GM queue"
- # tickets in "closed this week"
Then graph the delta over time, and everyone can see how the queues are doing at a certain time in the EVE yearly cycle. If load is high in the delta graph, all players will understand that they have to wait longer. If the load is lower, faster responses can be expected. No requirement for bumping, etc... and clear information for all. Example of the UI queue with 4 fases; http://puu.sh/qFf5k/9f5dd04c19.png
We could look into publishing some weekly metrics, perhaps through the @CCP_Help twitter account. Perhaps we could publish the current Average Waiting Time for a first reply to a ticket? It is our intention to get this number to 36 hours so a publicly visible way of tracking this may be useful.
Lead GM Arcade | Customer Support Manager
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