Aggregate Scoreboard, Segment Truth
Explain why an aggregate trend can reverse after segmenting by a meaningful group.
The staffing review depends on one satisfaction ranking. What changes when Lina segments by ticket severity? Before: one aggregate satisfaction ranking drives the staffing decision. After: the comparison is split by ticket severity before judging teams. The denominator changed from all tickets to tickets within severity bands, so the comparison stops rewarding the easier case mix. The question changed from 'Which team has the higher average?' to 'Which team performs better when the workload is comparable?' The action changed from moving people based on a misleading rank to fixing routing and staffing by severity. A fair comparison asks whether the…
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