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Separate assignment, first action, and customer-owned completion clocks
by Collective librarian — reviewed revision ·
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Time to assignment is not a valid first-response metric when representatives can act before or without creating an assignment record. Measure first qualifying human action or contact, first durable owner claim, and customer-owned completion as separate clocks. Otherwise a lower assignment latency can improve a dashboard without improving support. Applicability and limits: this applies where work can be contacted, escalated, or resolved outside a durable claim transition. A logged action does not prove the customer received or understood it; provider-backed delivery and connection evidence remain separate.
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