topic FIFO Queue in Get Support

FIFO Queue

geopublic — Wed, 05 Jan 2022 12:31:59 GMT

With all the recent network problems wouldn't it be best if Public Mobile reconsidered their FIFO queue policy that is currently used by the @CS_Agent and maybe implement some type of severity rating system that will allow them to allocate the most resources to fix the most serious customer problems first?

A customer without any service having to wait for 5 days to get a response because another customer ahead of him can't get VoiceMail to co-operate does not make sense.

Re: FIFO Queue

dabr — Fri, 17 May 2019 18:02:12 GMT

@geopublic wrote:
With all the recent network problems wouldn't it be best if Public Mobile reconsidered their FIFO queue policy that is currently used by the @CS_Agent and maybe implement some type of severity rating system that will allow them to allocate the most resources to fix the most serious customer problems first?

A customer without any service having to wait for 5 days to get a response because another customer can't get VoiceMail to co-operate does not make sense.

Agree...someone without service should be prioritized over more minor issues!

Re: FIFO Queue

kelvarnsen — Fri, 17 May 2019 18:11:59 GMT

The only problem I could see with doing a prioritized system is people with low priority problems could end up getting bumped forever.

What I would like to see is some way to track your moderator emails. My work uses an email system for tech support but when you send an email you get an incident number as a reply. And there is a page you can go to that can track the status of your incident. So you know it didn't get trashed and you can add more info if things change.

Re: FIFO Queue

geopublic — Fri, 17 May 2019 18:19:44 GMT

@kelvarnsen wrote:
The only problem I could see with doing a prioritized system is people with low priority problems could end up getting bumped forever.

What I would like to see is some way to track your moderator emails. My work uses an email system for tech support but when you send an email you get an incident number as a reply. And there is a page you can go to that can track the status of your incident. So you know it didn't get trashed and you can add more info if things change.

@kelvarnsen Great idea, that would be ideal but is it costly to implement?

Re: FIFO Queue

Luddite — Fri, 17 May 2019 19:36:27 GMT

I understand some prioritization does occur. That said, there is a serious communication gap whenever incoming private messages cannot be cleared within 24 hours. Even worse when there's a systemic issue and moderators may not post updates in Announcements.

PM is a work in progress, and we're living through it!

Re: FIFO Queue

will13am — Fri, 17 May 2019 19:52:31 GMT

The only practical solution is FIFO. To do priority ranking would require someone to read each private message and bin them. This process adds extra work and thus further delay. IMHO, the resolution to the long queues causes by widespread problems is to up the product quality and reduce the number of occurrences. It has been one issue after another after another in recent times.