Category Archives: Spinnaus

Organizations should establish clear criteria for moving tickets to cold storage, ensuring that frequently accessed data remains readily available while older tickets automatically transition to more cost-effective storage tiers. Agent productivity metrics need to balance quantity with quality, considering factors like ticket complexity and customer feedback rather than just raw numbers. First Response Time (FRT)…

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Between 2015 and December 2021, the number of political prisoners in Russia jumped from 36 to 83, according to the Memorial Human Rights Center. And yet, in other ways Russia since the war seems very much the continuation of Russia in the four years preceding it. As noted, all independent media has been squelched and the Kremlin no longer pretends to tolerate genuine political opposition. A new law…