When
When do the new goals go into effect?
March 30th, 2025
What is the new resolve goal for SVO?
6.7 resolves per week ( 6.1 case resolves, 0.6 PSAP+TT+SO)
As a CSA who is yet to be onboarded to Support Ops or as a PSAP advisor, what is my goal according to the guidelines?
The overall goal needs to be met, thus if you are not working TT’s or PSAP that will count as TT, you need to meet your goal by doing cases only, there is no difference in goals for CSAs or CSEs.
When will new statuses for PSAP and Q+ be added in Command Center?
Introduction of two new CCP status (Q+ and PSAP) and removal of existing two states (start of shift and end of shift) - This is expected to be complete by 4/30/25 and CHBP wiki will be updated accordingly.
What is the Positive CCR goal?
92.5%
I am working on a service which was part of the 1st phase of the 'Case Console Pilot project'(now named as IE2CC) – and my resolve count for that service did not reflect in Superfan, making it difficult for me to showcase my contribution to my manager during our 1:1.
As part of the pilot, there will be two separate dashboards for your manager to review to support the work you are doing, thus feel free to check in with your manager if you have any queries.
How often the goal are reviewed?
All goals will be reviewed on a quarterly basis to ensure we make needed adjustments considering volumes, case types, investments in Gen AI improvements etc.
What is the LC count goal for DFW SVO?
4 LC per week
Will PSAP advisors be incentivized via resolve credit?
Starting March 30th, 2025 - PSAP advisors will receive resolve credit for PSAP Tickets. PSAP and SO will be rolled into one process, and as such we will be providing credit for these tickets. Resolve Goals will include PSAP (along with Case and TT) as a two-way door decision pending review end of Q2.
Resolves will not be given for case correspondence review tickets flowing into the PSAP queue, these will still be required to be worked by the respective mentors.
What is the expectation on correspondence review request raised through Ticket Router workflow by New Hires?
Case correspondence reviews will be handled by the mentors. New hires looking for help with correspondence reviews can invoke the same via the ticket router workflow. This will create a case correspondence review TT and alert the mentors in a slack channel. It will roll over to the PSAP queue only if the mentor is not available. This should happen in rare scenarios and will be audited if there is an overflow of correspondence reviews into the PSAP queue.
What is the availability goal for 2025?
Whether the Engineer resolve goals get adjusted when I take time off?
Yes, Engineer resolves do get adjusted and will be reduced when the engineer is not scheduled to work. As per the 2025 Engineers goal methodology, engineers are not required to catchup on their individual resolve goals for the duration of their approved time off.