Reply to post: Re: Help desk

Hold horror stories: Chief, we've got a f*cking idiot on line 1. Oh, you heard all that

Dave K Silver badge

Re: Help desk

Welcome to the fun world of outsourced L1 support where agents are graded depending on how many issues they resolve compared with how many are dispatched to L2/L3 support. Result is sometimes an agent receiving a bollocking for having a poor RAL1 score (Resolved at L1), and then faffing about with calls like yours to try and avoid having to dispatch them up the chain...

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