7 tireless hours of work (with lunch break) 15 minutes to Listen, understand and resolve an issue, assuming perfect knowledge, a lot of luck and normal human speed, that would still amount to less than 30 resolutions a day.
Yep, this is spot on - I used to work on a webhosting help desk and could bang out about 100 tickets a shift, because so many were small queries that required no depth work.
Old MSFT rule of thumbs was 2 bugs per day during bug crunch mode. Sounds crazy, but when you consider the number of "this text is wrong" and "that text box is too short" bugs that existed after a year of furious development, it wasn't too hard to achieve.
Brought back memories. I think it might be a little Stockholm syndrome but there was just something about the pressure of getting a release out when you know it only happens once every few years. Bug triage definitely improved my persuasion technique.
Now its just "meh, we'll fix it in next months release".
He's using mathematics to compute the number of tickets an employee can handle per day, given certain assumptions. Given the data from znpy above, we see that nurettin's assumption that the time per ticket is 15 minutes is inconsistent with DO's expectations; instead, the average time spent per ticket should be about 5 minutes.
