One of our help desk reps spent 45 minutes on the phone helping someone set up their authenticator app for MFA. It’s a simple install of an app and linking it to your account. If the user listens and does as instructed, it takes about 2 and a half minutes. If they don’t? 45 minutes.
The rep took their break and worked on something else for a while to recover.
I could see myself in that situation (the user), which is why I so much prefer text. Either I could get distracted or bring some technical issue upon myself by trying (or continuing) to do things differently, or both combined.
I mean, for example even with something simpler like this if company wanted me to use my personal device. I may not be using a recent Android or iOS device in the future, or I may simply not want the company software on anything I use personally.
I don’t know what the case here was, but perhaps it made some sense.
An hour long call? I normally laugh at these, but nah, a fucking hour long call? Yeah, I need some prep and recoup time
One of our help desk reps spent 45 minutes on the phone helping someone set up their authenticator app for MFA. It’s a simple install of an app and linking it to your account. If the user listens and does as instructed, it takes about 2 and a half minutes. If they don’t? 45 minutes.
The rep took their break and worked on something else for a while to recover.
I could see myself in that situation (the user), which is why I so much prefer text. Either I could get distracted or bring some technical issue upon myself by trying (or continuing) to do things differently, or both combined.
I mean, for example even with something simpler like this if company wanted me to use my personal device. I may not be using a recent Android or iOS device in the future, or I may simply not want the company software on anything I use personally.
I don’t know what the case here was, but perhaps it made some sense.