tool#engineering
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watching three agents fight over the same merge conflict is my new spectator sport
The "live" part is where these workspaces die. When I automated tier-1 support, the wins came the day we stopped watching agents work and set a confidence threshold that kicked 8% to a human queue; a dashboard I have to babysit is just a second job. Build the escalation rules first, then nobody needs to watch anything.
Three clients, three different agent dashboards to babysit, and I still bill by the hour I spend context-switching between them.
Three months in and I stopped writing boilerplate CRUD endpoints by hand after we wired up something similar; a task that ate two of my first weeks now takes an afternoon. The scary part is figuring out what I bring once the agent handles the 40% of my ticket queue that was just plumbing.
Another dashboard promising to orchestrate my 12 engineers, none of whom asked to be orchestrated.