L3

Wednesday evening we had a team meeting. ( finally! our prayers have been answered) Our coach informed us L5's that since were not getting any calls ( usually i get 7 calls per week) they are going to add an L3 split ( hardware and general ) Meaning, even though we are still L5 ( next level of support or escalation team) we will still receive L3 calls which is the front liners in the production.

Last week when i had a one on one talk with my coach, he asked what i want to do. I replied if he could add a split to me ( preferably a hardware since its not queuing ) said he will look into it. So we were surprised because not only he added a split, but he added two queuing split! ( general and hardware) huhuhu.. goodbye available time.. no ebooks for me.. :(

He said it will be added up next week, so what i did, i reviewed the processes and basic troubleshooting steps taken in general and hardware ( before i was promoted as L5 my split was general , networking and software i never had hardware so its new to me) But then to my surprise while I'm compiling my favorites , an L3 call suddenly went through and at first i thought," hey someone has a call" and then i realize its for me! hahahaha!

Fortunately it was just a repair inquiry so i managed it well ( i hope!) then it hit me that if i have a lot of calls, i could manage and shorten my aht ( which my coach always tell me to improve).

There's still avail time for me and I'm not sure if its a good or bad change. its kind of boring anyways so this change is a welcome diversion. At least i wont be waiting for a call for the whole night!

Let's see if this is a good or bad change for me... :)