Have a look at "develop your own bluetooth low energy applications for raspberry pi, esp32 and nrf52 with python, arduino and zephyr" by Koen Vervloesem. Typing on mobile so please forgive any errors.
There used to be a focus on yes the agent solved the problem, or no they did not. Having a high yes rate was important. The normals stats like call handling time still apply. But there is.more focus on actually helping the customer and really solving problems as too many people were gaming the system to look good. It better aligns with my person approach to support so I'm quite happy until it changes again . The change started a few months ago. Very recent along with other agent facing changes.. typing on a mobile and tired so please forgive obvious mistakes.
As someone who is directly affected by this system, I do want to say it is a vast improvement over the previous system they used.
@hexdream
@lemmy.world