Map the Consequence Chain
Build a second-order consequence chain for a proposed fix.
A speed bonus may reduce queues while damaging resolution quality. Consequence chain: action -> behavior -> visible win -> hidden cost -> guardrail. The trap is assuming the metric captures the whole job. Action Reward agents for low average handle time. This is the visible intervention. Behavior Agents shorten calls and move complex cases quickly. Inversion: this is how a rational person could game the reward. Hidden cost Customers reopen cases; senior agents inherit unresolved work. Second-order effect: the queue looks better while trust declines. Guardrail Pair handle time with verified resolution and reopened-case rate. First principles: the real job…
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