{"id":1840,"date":"2010-05-08T07:02:23","date_gmt":"2010-05-08T11:02:23","guid":{"rendered":"http:\/\/nicholsclan.com\/tinblog\/?p=1840"},"modified":"2010-05-05T08:29:58","modified_gmt":"2010-05-05T12:29:58","slug":"testing-out-of-l1","status":"publish","type":"post","link":"https:\/\/timscogitorium.com\/tinblog\/2010\/05\/testing-out-of-l1.html","title":{"rendered":"Testing Out of L1"},"content":{"rendered":"<p><a href=\"http:\/\/www.txroadrunners.com\/images\/pics\/funny5\/TechSupportOnHold.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright\" title=\"Tech Support\" src=\"http:\/\/www.txroadrunners.com\/images\/pics\/funny5\/TechSupportOnHold.jpg\" alt=\"Tech Support\" width=\"307\" height=\"209\" \/><\/a>It&#8217;s been a long week of tech support for me.\u00a0 For some reason there have been a lot of recent small failures on systems I don&#8217;t directly control, and hence, can&#8217;t fix.\u00a0 So I do what we all do, I contact tech support.<\/p>\n<p>The problem is, by the time I get to the front of the queue and get connected to a Level 1 tech, I know something the tech doesn&#8217;t.\u00a0 He can&#8217;t help me.\u00a0 This is not my first barn dance.\u00a0 There&#8217;s a high probability I&#8217;ve tried all fixes at my disposal already.\u00a0 It&#8217;s not unusual that I wind up explaining to the tech how the system he&#8217;s &#8220;helping&#8221; me with works.\u00a0 But I know I have to go through the process.\u00a0 I have to repeat all the steps and waste all the time only to be inevitably escalated to Level 2 support.<\/p>\n<p>Don&#8217;t take me wrong, it&#8217;s not that I have disdain for L1 support.\u00a0 I know why they are there.\u00a0 I used to work in a call center.\u00a0 I know the questions the average user calls with and that L1s knock a lot of them down.\u00a0 But I&#8217;m a little past that.\u00a0 Not that I&#8217;ve never called with an L1 issue, but generally I know when I call whether or not the issue will require escalation.\u00a0 But they don&#8217;t know I know.<\/p>\n<p>In school, often a course had prerequisites\u2014courses that had to be taken before you could take this one.\u00a0 As an alternative, you could usually test out of the prerequisite.\u00a0 Basically, you were proving you already knew enough to gain access to the higher level course.\u00a0 But this was something you only had to do once.\u00a0 You didn&#8217;t need to test out before every class.<\/p>\n<p>Why can&#8217;t tech support be like that?\u00a0 For help desks I use with frequency, why can&#8217;t I test out of L1 support just once such that all my calls go right to L2?\u00a0 Why do I have to test out on every call?\u00a0 It would be cheaper for them and so much more satisfying for me.\u00a0 A win all the way around.\u00a0 Pretty please?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>It&#8217;s been a long week of tech support for me.\u00a0 For some reason there have been a lot of recent<\/p>\n<p class=\"readmore\"><a href=\"https:\/\/timscogitorium.com\/tinblog\/2010\/05\/testing-out-of-l1.html\" title=\"Read Testing Out of L1\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-1840","post","type-post","status-publish","format-standard","hentry","category-geekypursuits"],"_links":{"self":[{"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/posts\/1840","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/comments?post=1840"}],"version-history":[{"count":4,"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/posts\/1840\/revisions"}],"predecessor-version":[{"id":1845,"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/posts\/1840\/revisions\/1845"}],"wp:attachment":[{"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/media?parent=1840"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/categories?post=1840"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/timscogitorium.com\/tinblog\/wp-json\/wp\/v2\/tags?post=1840"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}