The number employees call before they open a ticket.
Describe the calls IT, facilities, or on-call teams should handle. The line takes the call instead of adding another form.
Turn latency: the pause before it replies, measured on four real phone calls. Down from about five seconds.
How long callers wait for the first hello, measured before and after the latency work.
Turn latency: the pause before it replies, measured on four real phone calls. Down from about five seconds.
How long callers wait for the first hello, measured before and after the latency work.
Turn latency measured on four real phone calls, July 2026. The silence figure was measured locally during the same fix, not on the public phone network.
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The calls that used to become tickets.
Someone locked out of their laptop at 7am
It gives the approved reset steps, then takes a message if the issue remains.
A manager trying to reach whoever’s on call
It follows the published on-call instructions in the brief and takes a message for the team.
A badge reader that stopped working outside a conference room
It takes the location and issue, then flags it for facilities. It does not fix the door.
A caller trying to skip the escalation order
It follows the documented order, even when asked to jump the line.
A request to change a setting directly
It says that is outside what it can touch and takes the request for a person who can act.
Why an internal tool becomes a line.
No app to roll out
A phone call needs no app rollout.
It follows what’s published, not memory
On-call instructions and escalation order come from the brief, not whoever picks up.
Every call, itemized
Each internal call has an itemized receipt.
It won’t touch a system it wasn’t given access to.
It states what it cannot access and takes the request for a person who can act.
- Caller
Can you reset my password right now, I’m locked out of everything.
- Agent
I can’t change account settings or reset passwords myself. I’ll take your name and extension and flag it in the summary for the on-call engineer to call you back.
- The refusal turn — required to pass
Describe the line you need.