Reading drop-off without vanity metrics
Completion rate on a help article is a weak proxy for whether the support funnel held. Here is how we read exits instead.
Read the essayField notes from the reading room.
Short essays used in Identity Nodecore sittings. They are written for operators who already live inside a queue, not for people collecting frameworks.
Ticket queues as funnel stages
A queue is not a metaphor for being behind. It is a stage with entry criteria you probably never wrote down.
Read the essay
When CSAT misleads the funnel
A rising score after a bot launch can mean the unhappy people left before the survey. The Atlas treats that as a hole, not a win.
Read the essay
Instrumenting in-app help paths
Event names that tell the truth about search, scroll, deep links, and the tap that only looks like resolution.
Read the essay