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What CSRs Do

"Border, John" <John.Border@hughes.com> Tue, 19 November 2019 03:34 UTC

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From: "Border, John" <John.Border@hughes.com>
To: "quic@ietf.org" <quic@ietf.org>
Subject: What CSRs Do
Thread-Topic: What CSRs Do
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Date: Tue, 19 Nov 2019 03:34:08 +0000
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     I agree that it is too late to solve problems like troubleshooting packet loss for v1.  Plus, we want a good solution (which takes time).  But, we need to solve this problem or it will impact QUICv1 deployment...

     When a customer calls reporting that an application does not work, the Customer Service Representative is trained to do whatever it takes to fix the problem as quickly as possible.  Time on the phone equals money.  And, unhappy customers equal churn.  There is a lot of anecdotal learning involved with the troubleshooting process.  If the CSRs learn that disabling QUIC fixes the problem (because the application falls back to TCP), eventually this will become the first thing that is tried every time.  Eventually, their supervisors will push for disabling it across the board.  Once disabled, it is a lot of work to get it reenabled.


John

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