David sent a message to Glen F. Post, III - Chief Executive Officer of CenturyLink, Inc. - Email Address that said:
I am an RSA for the Cris side of things in SLC Utah, was part of the advice team and put in a lot of effort in order to improve the process and documentation provided, help others etc.. I just want to convey that the current tools being forced on everybody at all centers called the Next Best Action tool, is the worst troubleshooting tool I have ever seen, yet everybody is being forced to use and do as it says. .. for instance, it is telling us to dispatch, on failed authenticating (they made a typo on inputting ppp information). I debate that I refuse to do that, because I can fix it now, also the dispatch takes a lot of money, this could take 5 minutes for me to fix, instead they are forcing this tool to be followed with an iron fist, and in a nationwide scale, this tool is going to honestly end up costing a fortune because it is misleading. . I have tried getting local support for this problem, but it always gets dismissed by management, so I would not doubt if this feedback is not moving up the ladder as intended..
While I am emailing you, I would love to make a selfish request, as this opportunity never comes up, but I would love to not be subjected to this tool, and have it removed from my own system, I understand debugging the problems etc, but again, this is a selfish request 🙂
