[rajvarkala]

One reason slack exists is because of capacity and utilization, less slack -> higher wait times in peak times.

Is slack intended for Employee welfare? Come on, we are talking corporate here.

The support services are already regimented - L1, L2 etc. I am not a fan of AI either, but it may be a new reality.

[_DeadFred_]

You sound incredibly short sighted. Yeah slack and making sure people don't just get unwinnable tickets all day is important for retention. And if your company needs more than warm bodies reading a script, yeah, you account for it.

Most machinery you can't run 100% capacity. Most machinery you can't run 24/7. You schedule load. You schedule downtime. And the higher the capacity, the more the machine costs. If you aren't aware of this for your people you are failing at your job.

[rajvarkala]

Not sure I follow. But, the first paragraph is interesting.

You are saying, employees stick around if they are given easy tickets, and companies care about passing along easy tickets so warm bodies do not churn.

That will be a big claim.