Volunteering:Email response statistician/definitions

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This page is a supplemental page to the Volunteering:Email response statistician application.

diminishing replies

The rule of diminishing replies is the idea that it is not necessary to continue all conversations until closure (that is, agreement between both parties that the conversation has concluded) is reached.

good response

A good response is a closed ticket that ends with:

  • A reply from the customer saying he or she understands and is able to continue his/her work;
  • No reply from the customer, but the response was polite, adequate and enough informative – perceived by the researcher (as opposed to the general “send someone of empty-handed);

Any e-mail conversation that – at any time – contains one message from one OTRS-agent that doesn’t meet above requirements cannot be considered a good response, even if the outcome of the discussion is satisfying.

perceived success

Definition of perceived success as it relates to boilerplate-responses:

Every template-message should (almost) exactly answer the customer’s request. If boilerplate messages are used that do not address all of the customers questions, their perceived success (judged by the researcher) is low.

Every template-message that answers questions precisely achieve a high rate of perceived success, as do template-messages with hand-written customizations by the agent.

poor response

A poor response is a ticket that:

  • Has been handled by the agent in an unprofessional manner
  • Has had an inappropriate templated response applied
  • Has been closed without response despite remaining incomplete