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Where is the ball?

Posted by InvGate on November 9, 2016

Identifying why a request was not resolved on time is always a difficult task. Whenever the SLAs are in red or our customer satisfaction ratings are low, a brave soul must search for the reason in comments, status changes, and the activity / audit history of the extensive request.

The simple fact of analyzing unstructured information makes this a difficult task, which easily puts one in a bad mood. To make matters worse, the results of these analyses are often not clear or precise, and usually end up wrongfully putting the blame on the customer.

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Topics: Service Desk