Support results and billing replies

Devin’s support results improved, the queue cap stays for the rest of the plan, and both sides have follow-ups on billing replies and development.

Agreed

The deadline depends on

• The first session with Marisol next week depends on the manager speaking with her Monday, Oct 12, and scheduling it.

In flight

• Support results: first response within four business hours was 84%, up from 61% in September; reopens were 12%, down from 18%. The stated targets are 90% and below 10%.
• Billing disputes: these are Devin’s slowest tickets and account for most reopens; the first session with Marisol is the awaited input.
• Course: module one is done; module two on billing disputes remains.

Working rules

• The queue cap stays at 25 for the rest of the plan.
• The manager sends Devin the weekly numbers every Friday, as soon as the report is out.

Easy to miss

• Billing disputes drive most reopens, and the planned session with Marisol has not yet happened — follow through on scheduling it after the manager speaks with her Monday.

Growth

• Support-response goal: reach 90% first response within four business hours and keep reopens below 10%.
• Evidence toward the goal: during Tuesday’s outage, Devin answered about 30 tickets within an hour with consistent, clear status notes; Hal asked who wrote them.
• Gap: billing replies can be too vague. In the Lucky Dumpling ticket, the generic refund macro led to a same-afternoon reopen because the customer could not tell whether a refund had been issued.
• The manager’s feedback was that the macro is a starting point, not the full reply.

Feedback

• Last week’s support results — first responses within four business hours rose from 61% in September to 84%, and reopens fell from 18% to 12% — the manager called this real progress while noting the 90% and below-10% targets remain unmet.
• Lucky Dumpling billing ticket — Devin used the generic refund macro; the customer reopened it the same afternoon, unsure whether she had been refunded. The manager said a specific amount and date would have made the reply clear.
• Tuesday’s outage — Devin answered about 30 tickets within an hour using clear, consistent status notes with the next update time; the manager praised this as the first-reply skill discussed the prior week.