Handling Ticket Outliers in Operational Settings
The top 5% of cases usually take a massively disproportionate amount of team time and engagement. What are best practices and benchmarks for handling the hardest cases?
One thing that has been fascinating working on instrumenting & analyzing knowledge worker at Fin is the huge percentage of overall effort that goes into the top 5% of tasks. If you touch the 'operations' world here is some thinking on what to do about it