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Revisit our Ticket Volume Target target - April 23

Ilia Kosenko requested to merge Ikosenko-master-patch-48983 into master

Reasons to Revisit NTVT Target

  • The current target was last reviewed on Sep 21, making an update necessary.
  • Considering the consistent growth in the past two years, it's crucial to reevaluate the target.
  • Staff reduction earlier this year also indicates the need for a reevaluation.
  • Differentiating between SaaS and SaaS account ticket targets will likely lead to improved performance.

Enhancements and Refinements

  • Terminology: Replace TVT/FRT with NTVT (New Ticket Volume Target)
  • PTO Inclusion: Incorporate an "average" PTO in the proposed calculation Include the Easter holiday period
  • Distinguish SaaS and SaaS Accounts: Significant differences in volumes and ticket types warrant distinction for greater accuracy

Context

  • The NTVT target complements other key performance indicators
  • Works in tandem with existing and future targets
  • Aims to ensure equitable ticket distribution among team members

Calculation Method

  • Detailed results are provided in the attached Sheet
  • Source report links included
  • Only paid ticket volumes are used in the calculations
  • IC count was taken directly from Workday
  • The ticket comment ratio is calculated using the public comments ratio from the manager boards

Additional actions:

  • Update ZenDesk Dashboards: Reflect new NTVT targets
  • Communicate the Changes: Effectively publicize the updates

Author Checklist

  • Provided a concise title for this Merge Request (MR)
  • Added a description to this MR explaining the reasons for the proposed change, per say why, not just what
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    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the Maintained by section on the page being edited
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies
    • The when to get approval handbook section explains the workflow in more detail
  • If the changes affect team members, or warrant an announcement in another way, please consider posting an update in #whats-happening-at-gitlab linking to this MR
    • If this is a change that directly impacts the majority of global team members, it should be a candidate for #company-fyi. Please work with internal communications and check the handbook for examples.

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