Customer Support Calls

In preparation for my official* move to TEL Support my two bosses wanted to know more about the quantity and type of customer support Blackboard and PebblePad require, as I will be transferring the bulk of this work to the Senior Helpline to concentrate on technical admin and content development in TEL Support.

Creating a suitable report was an interesting challenge as there was nothing in SupportWorks, our call logging system, that quite did what was required.

The closest was a report on the number of calls resolved by category and person but it was all in code so I had to combine this with data from other sources, using Access and some joins, to turn the username code in an actual person’s name along with the team there were in, and another data set to convert the category code into the actual human-readable category, ‘INCI-BB00-BB01-BB14’ turns into ‘Incident > Blackboard/eLP > System Issues > Site/Module Content’ for example. Finally I turned the data into a pretty pie chart showing number of calls resolved by team.

The results of this exercise were fascinating. I now know that while I resolved 180 calls during February, which feels about right, our front line Helpline combined resolved a massive 481! I had no idea our front line were fielding and resolving so many calls at the first point of contact – it just goes to show what a great service we have.

* Bureaucracy is a magnificent beast is is not? Almost a month since I got the news no-one is sure if my secondment has actually started yet, though the bulk of my time is now spent doing work either directly for TEL Support or preparing documentation for the Senior Helpline. It also means I have two line managers.