I worked HP CS in Highschool and during my time there I created a HTML/JS replacement for a unbearably slow tree system that made a 10+ second network call every single question(often 20+ questions and a tree copy was required for notes). Mine was instant.
They fired me for it because my AHT flagged me and it made someone look bad.
At that point (this is at Windows Vista launch) the minimum hold was 25 minutes all day.
Quasi-related but I did the same thing at RadioShack for inventory. It was a long process of scanning each product, looking at the scanner and manually verifying the price on the tag.
The tags had a barcode on the back with the SKU and the price that had been printed, but naturally the scanner didn't support that format.
So I brought in my own scanner, scanned all of those into a spreadsheet, then ran a script that checked the same inventory panel that had the updated prices, and printed out a new sheet with just the barcodes that differed to run "inventory" against. Saved us hours per day.
Corporate got pissed (understandably) and shut it down real quick.
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If yours was instant, why would your AHT decline? Shouldn’t you be way faster? On many questions you would have saved over 3mins on network calls alone.
I believe they are saying their AHT went down (calls take less time) which made other people with longer handle times look bad.
The AHT value indeed went down 3 minutes below the average, which is generally a good thing so long as you are doing everything well still. All outliers get checked and mine was the lowest. I was honest about the tool, including that it was offline. Their supposed policy was no personal tools and as it was during "probation" (first 90 days in Ontario), they could fire without cause, and did, immediately.
> made someone look bad
That, or that it DoS-ed the database.
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