hard20 pts · first answer countsmetricsbusiness-thinking

A metric that can be gamed

Support agents are rewarded on "average ticket close time". Close time dropped 40%, but customer complaints rose. What is the best fix to the measurement?

A.Pair the target metric with guardrail metrics like reopen rate and CSAT, so gaming one shows up in the othersB.Remove all metrics for support agentsC.Measure close time in hours instead of minutesD.Use the median close time only

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A metric that can be gamed

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