When I was working Tier 1 calls, I was told that if I hadn't resolved the issue in 7 to 10 minutes I was supposed to open a ticket and assign it to Tier 2.
"I thought I was Tier 2."
My manager actually replied to that with a literal "LOL". But like when I was working Tier 1 for The Bank, they were interested in addressing as many calls as possible even if the address turned out to be someone else's and it took hours or days to deliver.
I've always had an ethical problem with saying "Sorry, I've worked on your issue for long enough. I'm going to stop now and give it to someone else because of corporate metrics." And so, I didn't. I took as much time as was necessary to resolve the issue.
My numbers have been running at around 100 calls a week. I have no idea if that is good or bad as compared to the other Tier 1 analysts but Tier 2 is expected to field at least 32 calls a week and the reports my manager sends out seems to have the Tier 2 analysts ranging from the 20s and 30s up into the 60s and 70s. And there aren't enough analysts to really get a good average. It's a lot like a scatter chart. For myself, before I started this Tier 1 stuff, I was making my numbers in the 30s.
I just got my numbers from last week, the first in many months that I was back on Tier 2.
The previous months have paid off with experience allowing me to run with the top performers at the Tier 2 Help Desk. I would not have had anything close to that if I had been "six minute dropping" callers.