►
A
Hi
there,
this
is
lee
matos
senior
support
engineering
manager,
america's
east
here
with
an
update
on
the
support
response
crew
in
amer.
So
if
you're
watching
this
on
youtube
or
not
sure
what
the
response
crew
is
or
what
the
heck
any
of
this
is
about,
what
we've
done
is:
we've
focused
on
a
process
that
was
developed
in
emea
and
we've
adopted
it
in
america.
So
we've
learned
everything
we've
could
from
our
emea
engineers
and
we're
trying
to
understand
how
we
can
make
that
same
process
work
in
america.
A
The
process
is
called
support,
response
crew
and
in
the
description
below
you
can
see
some
more
information
and
links
to
what
that
means.
In
this
presentation,
I'm
going
to
focus
on
data
specifically
data
around
our
sla
performance.
So
how
often
we
were
breaching
our
slas
as
defined
in
zendesk
and
we'll
pay
attention
to
that,
and
I
want
to
set
the
tone
that
this
presentation
is
about
understanding
what
we
see
understanding
where
we
need
to
go
next,
it's
not
about.
A
We
failed
or
we
succeeded,
or
we
have
to
change,
or
we
don't
have
to
change
it's
about
understanding
where
we
are
setting
a
common
table
sitting
at
it
and
then
having
a
discussion.
So
on
the
19th
of
january,
the
support
engineering
team
will
have
a
discussion
in
amer
to
just
brainstorm
ideas
based
on
the
results
of
this
deck.
So
without
further
ado,
let's
dive
in
so
looking
at
this
next
slide.
There's
a
lot
on
here.
I've
packed
this,
and
this
is
going
to
be
the
key
most
important
slide
from
this
presentation.
A
We'll
spend
our
time
starting
here
looking
at
this
side
column-
and
this
is
the
format
I
used
throughout.
I
settled
on
a
week
by
week
example
because
it
gives
us
enough
resolution
without
being
too
noisy
and
we're
also
focused
on
amount
of
breaches,
not
our
achieved
slas.
I
noticed
about
three
quarters
of
the
way
through
this
deck
that
it
might
have
made
more
sense
to
go
with
achieved,
but
it
would
have
taken
me
twice
as
long
to
convert
everything.
A
So
I
stuck
with
breaches
to
get
this
shared
from
that
you'll
see
that
there's
this
period
from
the
43rd
week
to
the
48th
and
then
the
49th
to
the
second.
That
is
equidistant
on
both
sides.
That
was
first
when
emea
was
doing
crew
and
then
49th
through
the
second
week
is
when
emea
and
amer
are
doing
crew.
So
you'll
also
notice
in
this
table
over
here
that
I
have
pre
and
post,
which
are
those
periods
there,
and
then
I
have
the
adjusted
and
adjusted
just
accounts
for
holidays.
A
A
If
we
go
to
post
crew,
our
best
was
6.9
and
our
worst
was
10.29
and
our
difference
was
4.20.
So
what
does
that
mean
across
the
globe?
Four
tickets,
with
an
sla,
frt
and
nrt,
and
I've
excluded
license
and
renewal
tickets
security,
tickets,
professional
services
tickets
and
accounts
receivable
tickets,
so
that
it's
all
the
core
tickets
that
we
deal
with
during
that
period.
A
We
did
slightly
worse
on
our
best
days,
but
on
our
worst
days
we
did
slightly
better
right
and
then
we
could
see
that
through
the
difference
as
well
with
the
range
compressing.
So
what
does
that
mean?
We've
kind
of
shrunk,
the
range
and
settled
down
a
little
bit
so
coming
down
to
this
bottom.
We
see
that
this
helped
us
raise
our
breach
floor.
A
A
We
are
more
consistent
across
the
globe
with
frt
and
nrt
and
consistency
being
they're
closer
together
and
our
highs
and
lows
are
closer
together,
and
I
think
that
we
can
conclude
that
from
this
data
based
on
this,
if
you
have
a
differing
opinion,
bring
it
tomorrow
and
we'll
get
a
chance
to
talk
about
it,
so
this
is
kind
of
the
gist
where
we
start
so.
Crew
is
not
helping
us
go
higher
in
performance,
but
it
is
raising
our
our
ability
to
address
tickets
and
breach
slightly
less.
So
that's
interesting.
A
The
next
thing
that
I'm
going
to
focus
on
is
thinking
about
regions,
because
emea
adopted
this,
and
then
we
adopted
this
in
a
mayor.
So
we
need
to
see
what
happened
there.
Can
we
see
any
change?
So
I
have
the
same
sets
of
data
min
max
and
average,
and
then
we
have
it
adjusted
below
and
you'll
notice.
These
regions
here
usually
have
two
elements,
and
what
I
mean
by
that
is
these
are
mutually
exclusive
regions
where
those
groups
are
working.
A
So
let
me
take
a
second
to
explain
that
america's
east
west,
then
we
have
amer
west
apac
right,
so
we
have
america,
east,
west,
amer,
west
apec.
What
does
that
mean?
So
in
the
first
example
for
america's
west,
that's
kind
of
the
first
half
of
their
day
where
america's
west
apac
is
the
second
half
of
their
day,
and
then
we
can
carry
it
on
through
there's
aipac
and
emea.
A
They
have
an
overlap
where
both
of
those
groups
are
working,
then
there's
a
period
of
time
where
it's
just
apec
engineers
working
there's,
also
a
period
of
time
where
emea
and
america's
east
overlap
and
there's
also
a
period
of
time
where
it's
just
amia
engineers
working
in
america.
America's
east
is
not
around
or
america's
west
as
well.
So
this
allows
us
to
see
the
whole
world
broken
down
by
crossovers
and
exclusive
regions
without
double
counting
anything.
A
So
with
that,
I
also
took
a
chance
to
just
highlight
anywhere
where
there
was
a
positive
change,
where
there
was
a
difference
and
notice
that
lower
is
better
so
anywhere
where
there
was
a
decrease.
I
I
took
a
note
of
that
and
you
could
take
a
pause
on
this
slide.
Take
a
look
if
you
have
any
questions
or
things
like
that
feel
free,
but
I
I
did
some
analysis
on
the
next
slide,
so
america
regions
did
not
seem
to
do
much
better
at
all
right
with
crew.
Specifically
a
mayor.
We
look
about
the
same
right.
A
So
while
this
is
helping
the
world
get
better
when
it
comes
to
just
america's
performance,
this
didn't
particularly
help
america.
So
we
have
this
it's
helping
the
world,
but
in
america
it
feels
slightly
worse.
What
are
we
going
to
do
from
here,
and
I
would
love
to
raise
that
question?
How
do
we
make
a
process
that
works,
small
and
and
also
helps
the
globe,
and
we
have
to
figure
out
what
helps
the
globe
means?
Do
we
want
slightly
less
performance,
but
less
variance?
Would
we
rather
have
more
variants,
but
a
higher
floor
right?
A
Is
that
something,
and
that's
the
the
thing
that
we
need
to
think
about
as
we
go
forward?
That's
the
analysis
that
I
started
with
here.
So
then
I
wanted
to
take
a
chance
to
break
it
out
by
frt
and
nrt,
and
I'm
not
going
to
go
through
all
of
this
on
these
slides.
You
can
pause
here
and
take
a
look
through
as
you're
browsing
and
watching
this.
You
could
take
a
look
through,
but
I'm
not
going
to
go
through.
I'm
going
to
just
go
through
my
analysis
here.
A
So
when
we
look
at
frt,
there
seems
to
be
a
negative
impact.
Frt
seems
to
be
deprioritized
as
you
work
in
the
crew.
Workflow
frt
and
nrt
are
sitting
next
to
each
other
and
it
seems
like
they're
de-prioritized,
so
it
it
also
showed
that
no
a
region
where
america
was
working
had
better
frt
performance
while
using
response
crew
right
there
was
never
an
improvement
in
our
performance
there.
It
was
either
the
same
or
slightly
worse
right.
So
we
saw
that
and
then
also
notice.
A
If
you
take
a
look
back
at
that
slide,
you
can
scrub
back
I'll,
actually
I'll
go
here.
You
could
take
a
look
at
the
side
across
both
adjusted
and
non-adjusted
amiia
or
to
me.
Apac
was
having
great
times
with
improvements,
and
with
that
the
question
is,
or
rather
the
statement
I
would
make.
Is
I
don't
think
a
mayor
crew
is
helping
aipac
it's
possible,
but
I
don't
think
it
is.
A
I
think
that
they're
doing
some
other
process
there
and
we
may
need
to
talk
with
apec
to
understand-
is
there
something
that
a
mayor
should
be
trying
that
you're
doing
because
we're
seeing
results
for
frt
in
apac?
How
are
you
handling
that
so
then?
Jumping
forward
to
nrt,
we
sort
of
see
something
else
here
where
you'll
see
more
smiley
faces
and
you'll
see
more
regions
per
time
having
better
more
smiley
faces,
and
this
was
something
that
I
took
away
where
the
takeaway
was
just
a
simple
one.
A
It
seems
that
there's
a
positive
impact
on
nrt
sla
performance,
where
we
are
getting
more
attention
on
nrt
slas,
where
that
is
helping
at
the
expense
of
frt
slas,
and
also
the
thing
that
I
think
about
is
there's
only
one
frt
per
ticket,
where
there
is
least
as
many,
if
not
more
nrts,
on
tickets
that
have
nrts.
So
I
think
that
it's,
I
think,
that
that's
also
playing
a
fact
in
there,
but
beyond
that,
it's
slightly
better
for
nrt
and
that's
good,
but
also
frt
and
nrt.
We
have
to
figure
out
that
balance.
A
A
I
heard
that
in
the
last
video
I
did,
collaboration
was
huge
and
also
our
global
breach
floor
is
higher,
we're
doing
a
better
job
at
making
sure
that
our
breaches
are
happening
less
right,
so
it
doesn't
hurt
as
much,
but
also
we
have
to
think
about
what
we
need
to
change.
I
do
think
we
need
to
prioritize
frt
performance
because
we
are
seeing
that
a
globally
frt
performance
is
dropping
and
I
think
that's
driven
by
america's
frt
dropping
since
we
adopt
this
process.
A
I
also
think
if
you
go
back
and
look
through
those
frt
and
nrt
slides,
you
will
see
that
america's
west
and
aipac
handoff
is
something
that
is
been
increasingly
getting
worse,
and
I
would
love
to
spend
some
time
thinking
about
that
as
well.
That
is
a
uniquely
american
challenge.
We
have
right
now,
how
do
we
hand
off
to
aipac
better
the
nature
of
our
handoff
and
think
about
frt
as
well?
So
as
we
go
into
the
room
tomorrow,
I
want
to
challenge
us
to
think
about.
A
What's
going
well,
bring
those
ideas
and
what
needs
to
change,
bring
those
ideas,
I'm
going
to
be
the
dri.
So
I'm
going
to
listen
to
that
and
I'm
going
to
think
what
can
we
do
in
the
next
week
to
set
us
up
a
week
from
now
to
actually
go
and
try
those
ideas?
I
want
to
do
something
next
week
to
improve
these
frt
and
potentially
america,
west
apec
handoff.