►
From YouTube: Support Engineering Key Metrics Overview September 2020
Description
Lyle Kozloff and Shaun McCann give an overview of the September Ket Metrics Review
A
B
So
the
first
thing
we
have
to
say
is
this:
is
the
key
review
meeting
for
september
that
we
had
today
at
the
end
of
october,
and
so
the
things
that
we
presented
were
out
of
date
compared
to
what
you
may
your
lived.
Experience
may
be
today,
but
still
important,
because
this
is
what
we
present
to
the
execs
we
present
once
a
month,
and
so
if
they
get
this
information
like
they're,
getting
it
out
of
date
too,
and
some
of
their
questions
might
feel
out
of
date.
B
B
B
We
presented
the
data
from
that
today,
and
everybody
was
very
very,
very
pleased
with
that
and
then
looks
like
this
month.
We
have
more
than
75
percent
of
our
tickets
have
linked
docs.
Mrs
issues
there's
a
question
of
how
we
did
it
so
much
how
we
did
it
so
well,
because
in
the
past
two
months
it's
gone
up
quite
a
bit,
but
still
that
is
exactly
we
want
to
see
and
then
of
course,
self-managed.
The
results
across
the
board
are
very,
very
good
have
been
for
the
past
year.
B
The
not
so
highlights.
Definitely
it's
been
a
different
asset
september
was
much
lower.
Ninety
percent,
so
there's
some
questions
about
how
we're
gonna
be
taking
care
of
that
median
reply.
Time
continues
to
trend
up,
which
means
that
it's
taking
longer
to
get
through
tickets,
and
then
we
also
wanted
to
highlight
some
of
the
difficulties
we've
had
recruiting
so
getting
from
support
engineers
out
in
the
world
to
support
engineers
within
gitlab.
It's
it's
challenging.
A
So
the
highlighted
requests
that
we
had
that
came
through
from
the
conversation.
Unsurprisingly,
focus
on
assat,
so
september
wasn't
a
great
month
for
essa,
so
there
was
a
little
bit
of
a
discussion
around.
What
can
we
do
to
to
improve
that?
It
is
one
of
the
kpis
that
we
do
measure
ourselves
against
as
a
global
team.
So
understandably
that
was
the
request.
Let's,
let's
do
what
we
can
to
get
back
to
meeting
our
kpis
with
sn.
A
A
A
A
A
There
is
an
action
item
on
finance
to
try
and
figure
out
how
and
if
this
can
be
funded
as
part
of
our
fy
22
planning,
so
no
action
for
us
yet,
but
just
be
aware
that
this
could
be
something,
and
it
will
probably
be
something
that
we're
going
to
be
focusing
on.
As
we
go
into
next
financial
year,
where
we
will
actually
be
doing
an
sla
for
prospect,
customers
as
well
as
already
paying
customers,
we
also
went
through
a
brief
discussion
on
headcount
planning
for
next
year.
A
I'm
reading
directly
from
from
lyle's
notes,
because
I
think
he
put
it
really
really
well
doc.
Stock
stocks
as
an
avenue
for
ticket
deflection
said,
of
course,
put
it
really
well,
when
you
said
look,
it
takes
more
time
to
go
out
and
make
sure
that
our
documentation
is
as
good
and
solid
and
referenceable,
but
it
ends
up
reducing
the
number
of
tickets
coming
in.
A
B
Update
now,
normally
at
this
time
we
would
provide
an
update
on
our
okrs,
but
since
our
okrs
for
next
quarter
haven't
started
yet
I
guess
we
could
talk
about
the
other
ones,
but
we're
not
prepared
to
do
that
today.
So
we're
in
a
weird
state.
Sean
already
did
a
great
video
about
our
next
quarter's
okrs.
B
There
was
one
change
since
that
video
was
made,
and
that
is
that
engineering
is
going
to
be
working
on
getting
100
of
folks
in
the
engineering
department,
doing
their
diversity,
inclusion
and
belonging
training.
I
put
a
note
about
this.
In
our
sport
we
can
review
and
so
go
ahead
and
get
started.
It
is
a
lengthy
training
and
you
do
not
want
it
to
get
you
by
surprise,
because
it
takes
a
long
time
but
yeah.
I
think
that
is
it
for
okay,
our
updates,
this
time.
A
I
will
close
us
up
with
paul
ford.
What
next?
What
are
we
actually
going
to
be
looking
at
so
there's
two
main
things
that
the
wider
team
should
be
aware
of
on
the
10th
of
november.
There
is
a
process
change
which
is
going
to
be
removing
apac
sales
team
members
from
being
able
to
manually
generate
licenses
through
the
license
app,
which
means
that
the
workflows
that
they
would
normally
follow,
which
would
result
in
them
manually
generating
a
license,
is
going
to
be
coming
through
to
support
we're
already
prepared
for
this.
A
A
So
just
bear
in
mind
that
that
is
something
that's
coming
up.
The
other
one
is.
There
is
a
work
group
that
has
been
put
together
for
assat,
as
we
were
talking
about
a
little
bit
earlier.
Mike
dunninger
is
the
dri
for
that.
So
if
you
have
any
specific
questions
around
that
work,
group
he's
a
good
person
to
go
to
as
work
groups
on
kpis
do
there
are
updates,
which
are
shared
in
the
managers
into
regional
sinks.
A
Those
meeting
notes
are
open
to
everyone,
so
please
feel
free
to
open
those
up
and
read
through
or
reach
out
to
to
mike
that's
everything
for
this
month.
If
you
have
any
questions,
any
comments,
anything
at
all,
please
reach
out
to
myself
to
lyle
to
lee
to
tom
cooney.
We
will
happily
do
what
we
can
to
answer
anything
lyle,
any
final
thoughts
from
you
and
bell
you
reach
out
to
value
good
catch,
and
thank
you
very
much
everyone.