<div dir="ltr"><div><div>I can tell you the account teams would nearly unilaterally abuse this - I've been a TAC engineer and part of the account team. Account teams do nearly anything they can for customers, including some things that are against the long/short term interests of TAC.<br>
<br></div>Though I like the support forum rep idea. Customers win for being loyal, Cisco wins for getting more support on the forums. Maybe after a particular threshold and/or for particular categories that you help with. What's cheaper - having some loyal customers get more expensive backbone engineers but decreasing global caseload because more answers are on the internet, or status quo?<br>
<br></div>-nick<br></div><div class="gmail_extra"><br><br><div class="gmail_quote">On Thu, Aug 15, 2013 at 3:15 PM, Lelio Fulgenzi <span dir="ltr"><<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div><div style="font-size:10pt;font-family:verdana,helvetica,sans-serif">I think feedback from the account team should also come into play.<div class="im">
<br><br><div><span name="x"></span>---<br>Lelio Fulgenzi, B.A.<br>Senior Analyst, Data Centre and Communications Facilities<br>Computing and Communications Services (CCS)<br>University of Guelph<br><br><a href="tel:519%E2%80%90824%E2%80%904120%20Ext%2056354" value="+15198244120" target="_blank">519‐824‐4120 Ext 56354</a><br>
<a href="mailto:lelio@uoguelph.ca" target="_blank">lelio@uoguelph.ca</a><br><a href="http://www.uoguelph.ca/ccs" target="_blank">www.uoguelph.ca/ccs</a><br>Room 037, Animal Science and Nutrition Building<br>Guelph, Ontario, N1G 2W1<span name="x"></span><br>
</div><br><hr></div><div style="font-size:12pt;font-style:normal;font-family:Helvetica,Arial,sans-serif;text-decoration:none;font-weight:normal"><b>From: </b>"Anthony Holloway" <<a href="mailto:avholloway%2Bcisco-voip@gmail.com" target="_blank">avholloway+cisco-voip@gmail.com</a>><br>
<b>To: </b>"Erick" <<a href="mailto:erickbee@gmail.com" target="_blank">erickbee@gmail.com</a>><br><b>Cc: </b>"cisco-voip" <<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><br>
<b>Sent: </b>Thursday, August 15, 2013 2:42:13 PM<div class="im"><br><b>Subject: </b>Re: [cisco-voip] TAC question<br><br></div><div><div class="h5"><div dir="ltr"><div><div style="margin-left:40px"><i>"Maybe they can leverage the ratings from the support forums for people's cisco IDs at some point in the case routing criteria."</i><br>
</div><br></div>Considering that I'm currently sitting in the number one spot for Contact Center support, I stand behind this idea!<br>
<div><br>Additionally, I heard that this is a benefit which the CSC VIP's could see in the near future. Ok, I didn't actually hear that, but I'm spreading the rumor anyway. You heard it here first folks.<br>
</div></div><div class="gmail_extra"><br><br><div class="gmail_quote">On Wed, Aug 14, 2013 at 6:40 PM, Erick <span dir="ltr"><<a href="mailto:erickbee@gmail.com" target="_blank">erickbee@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="auto"><div>I'll chime in to. </div><div><br></div><div>Maybe they can leverage the ratings from the support forums for people's cisco IDs at some point in the case routing criteria. </div>
<div><br></div><div>I find if one opens ticket online and provides good notes, logs, etc and details it gets to right team. </div><div><br></div><div>Again, thanks to all the TAC/cisco folks on this list. Very helpful and good insights. <br>
<br>Sent from my iPhone</div><div><div><div><br>On Aug 14, 2013, at 4:52 PM, Anthony Holloway <<a href="mailto:avholloway+cisco-voip@gmail.com" target="_blank">avholloway+cisco-voip@gmail.com</a>> wrote:<br>
<br></div><blockquote><div><div dir="ltr"><div><div><div><div>Ryan,<br><br></div>Since you wanted to hear from non-Cisco folks, I'll chime in. :)<br><br></div>It would be great if instead of making an assumption, in either direction (CCIE = More Competent or No-CCIE = Less Competent), that case openers can have ratings and reviews associated to them. I.e., If I open a case and am prepared with good information, screenshots, logs, and a clear problem statement, that should hold some weight over whether or not I have a CCIE. Think about an Amazon product review, and how star ratings/comments help consumers understand what it is they are buying. Is it a piece of junk, a good value, or the best of the best?<br>
<br></div>I understand that the devil's advocate in all of us would say: Well that rating system can be abused to artificially inflate a friend's rating, or to damage the image of a person you dislike over that one bad case you had with them. However, I think these risks can be mitigated with the proper checks and balances to the point of making the system useful. You could start with attaching Cisco ID's to the reviews/ratings to remove the anonymity that most internet reviews provide.<br>
<br></div><div>Anyway, this is just something I have been kicking around in my head for a few years. I always like to pretend that there's already a rating system in place, and since I always treat my assigned TAC person with respect, I'd like to think my fictitious rating is 5 stars! Besides, you never know when karma may strike in your favor. ;)<br>
<br></div><div>And since we're on the topic of TAC: Thank you and the other TAC/HTTS folks who participate on this mailing list, helping all of us out with our many issues.<br></div><div><br></div></div><div class="gmail_extra">
<br><br><div class="gmail_quote">On Wed, Aug 14, 2013 at 10:07 AM, Ryan Ratliff (rratliff) <span dir="ltr"><<a href="mailto:rratliff@cisco.com" target="_blank">rratliff@cisco.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div style="word-wrap:break-word">
Basic troubleshooting makes me wonder what is different about you from the rest of your team?
<div>Here's the answer.</div>
<div><a href="http://www.cisco.com/web/learning/certifications/expert/program/index.html" target="_blank">http://www.cisco.com/web/learning/certifications/expert/program/index.html</a>
<div>
<blockquote>
<h3>Technical Service Requests (Case Routing)</h3>
<p>Service requests made to Cisco Technical Support (TS) by CCIEs in good standing, on behalf of an organization with a valid support contract, will be routed directly to the more experienced core TS support engineers. Routing is done automatically based on
Cisco User ID; no special phone number or URL is required. For more information, contact
<a href="http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml" target="_blank">Cisco Technical Support</a>.</p>
</blockquote>
</div>
<div><br>
<div>I'd love to hear the other (non Cisco) folks chime in on whether this applies to cases the CCIE works directly or opens and then hands off to a (non-CCIE) colleague.</div>
<div><br>
<div>-Ryan </div>
<br>
<div><div><div>
<div>On Aug 14, 2013, at 10:34 AM, Erick Wellnitz <<a href="mailto:ewellnitzvoip@gmail.com" target="_blank">ewellnitzvoip@gmail.com</a>> wrote:</div>
<br>
<div dir="ltr">
<div>Wondering if any of the Cisco guys could shed some light on a situation?</div>
<div> </div>
<div>Guys on my team, non CCIE, non Partner, are getting thrid party 'engineers' when they open TAC cases and very poor service. Is this the norm now? When I open a case I get a 15 - 20 minute response time even on sev. 4 cases.</div>
<div> </div>
<div>It's kind of goofy that in order to get a deccent TAC engineer I would have to open all of the cases and hand them off.</div>
<div> </div>
<div>Thanks!</div>
<div> </div>
<div>-E</div>
</div></div></div>
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