Reply to post: Re: Help desk

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...