Tier-1 Ticket Audit Template

A self-audit to find what share of your Tier-1 volume is repetitive (automatable) vs. genuinely interesting (human), and where chat is falsely deflecting. Steps: (1) pull a representative sample of recent Tier-1 tickets; (2) tag each — simple/repetitive, multi-step, ambiguous, emotional/urgent, genuinely novel; (3) for chatbot-handled tickets, mark genuinely resolved vs. ended-without-resolution (false deflection); (4) compute the repetitive share (automation opportunity) and the false-deflection share (the hidden quality gap); (5) estimate human hours spent on the repetitive share. Scorecard bands: mostly simple/repetitive → large automation opportunity; high false-deflection → CSAT is hiding failures; high interesting share already → focus on routing, not deflection. Build notes: downloadable plus on-page; include a tagging table; link to the Voice vs Chat Deflection Calculator.