The merger of the OCH and CN call centers seems to have gone well.
As Andrew put it: “What better test of the new call center than a huge outage.”
We coordinated incident response for two major outages.
We took 202 calls with only 7 abandons (average abandon time 19 seconds).
The CN Base queue has 9 open tickets and the OSU Computer Helpdesk queue is empty.
Build bench got busy today. There are 20 builds in process; 16 of these were worked today.
We had 14 field appointments: 7 pick-ups for build/rebuild, 4 placements, and 3 troubleshoots.
Accounts queue is a bit backed up with new requests, but we made progress on it; 41 accounts tickets were modified today.
In addition: 24 doughnuts and 12 muffins were consumed, as well as untold quantities of caffeine.
Despite all that, existential angst was at an all-time low today. (I’m looking at you, Keenan.)
Team: great job. I can’t say it enough. I’m really impressed at what you all can do.
Tomorrow: there will be bagels!