Practice question · Multiple choice
A support team is bonused on calls-per-hour. Volume soars; resolution rates quietly collapse as agents rush callers off the line. This is…
Hints
- What did the metric originally proxy for?
- The proxy was optimized; the goal was abandoned.
Show the answer
B. Goodhart's law
Why
Calls-per-hour proxied productivity until it was paid, then agents optimized the number itself, sacrificing the service it once measured. The standard fix is paired metrics (volume and resolution) so gaming one trips the other.
Practise Control Systems
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More questions on Control Systems
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