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Because the clock is wrong in ways everyone knows about. It runs overnight and through holidays, or it stops the moment an agent types anything.
So the report says ninety-four per cent, the team knows the real figure is lower, and the customer who waited over a bank holiday knows it too.
Work backwards from your staffing, not forwards from what sounds impressive. A four-hour resolution target on a team of three across two time zones will breach, and promising it costs more than a slower honest target.
Separate first response from resolution. They have different causes and conflating them hides which one is failing.
Yes, and be measured separately.
A genuine wait on the customer, nothing else.
Before the breach — seventy to eighty per cent is typical.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.