{"id": "39f09f8", "room": "b3bc98a", "text": "Customers repeat their problem to every person they are passed to", "url": "https://truecauses.org/c/b3bc98a/39f09f8-customers-repeat-person-passed", "json": "https://truecauses.org/c/b3bc98a/39f09f8.json", "embed": "https://truecauses.org/embed/b3bc98a/39f09f8", "room_url": "https://truecauses.org/d/b3bc98a", "question": "Why do complaints keep rising while the product improves?", "kind": "barriers", "relation": "significantly influences", "source": "walkthrough", "demonstration": true, "room_is": "a walkthrough with stand-ins — a demonstration, not a finding", "stands": false, "stage": 6, "sealed": true, "root": false, "shortlisted": true, "leads_to": [], "comes_from": [], "links": [{"pair": "0cfa272>39f09f8", "role": "effect", "other": {"id": "0cfa272", "text": "The same question is answered a hundred times because the help page is wrong", "url": "https://truecauses.org/c/b3bc98a/0cfa272-question-answered-times-wrong"}, "verdict": "no", "by": "panel", "votes": {"yes": 2, "no": 12, "abstain": 0}}, {"pair": "393fa16>39f09f8", "role": "effect", "other": {"id": "393fa16", "text": "New agents take live tickets after three days of training", "url": "https://truecauses.org/c/b3bc98a/393fa16-agents-live-tickets-days-training"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 13, "abstain": 0}}, {"pair": "39f09f8>0cfa272", "role": "cause", "other": {"id": "0cfa272", "text": "The same question is answered a hundred times because the help page is wrong", "url": "https://truecauses.org/c/b3bc98a/0cfa272-question-answered-times-wrong"}, "verdict": "no", "by": "panel", "votes": {"yes": 2, "no": 11, "abstain": 1}}, {"pair": "39f09f8>393fa16", "role": "cause", "other": {"id": "393fa16", "text": "New agents take live tickets after three days of training", "url": "https://truecauses.org/c/b3bc98a/393fa16-agents-live-tickets-days-training"}, "verdict": "no", "by": "cross-group", "votes": {"yes": 8, "no": 17, "abstain": 4}}, {"pair": "39f09f8>55cb716", "role": "cause", "other": {"id": "55cb716", "text": "The best agents leave within a year", "url": "https://truecauses.org/c/b3bc98a/55cb716-agents-leave"}, "verdict": "no", "by": "panel", "votes": {"yes": 3, "no": 11, "abstain": 0}}, {"pair": "39f09f8>5b717da", "role": "cause", "other": {"id": "5b717da", "text": "The phone line closes at five and the emails start at five past", "url": "https://truecauses.org/c/b3bc98a/5b717da-phone-closes-emails-start"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 11, "abstain": 2}}, {"pair": "39f09f8>64c245f", "role": "cause", "other": {"id": "64c245f", "text": "Templates make every reply sound like nobody read the message", "url": "https://truecauses.org/c/b3bc98a/64c245f-templates-reply-sound-read-message"}, "verdict": "no", "by": "panel", "votes": {"yes": 2, "no": 11, "abstain": 1}}, {"pair": "39f09f8>a224a5a", "role": "cause", "other": {"id": "a224a5a", "text": "Managers see the dashboard, agents see the queue, nobody sees the customer", "url": "https://truecauses.org/c/b3bc98a/a224a5a-managers-dashboard-agents-queue-customer"}, "verdict": "no", "by": "panel", "votes": {"yes": 0, "no": 14, "abstain": 0}}, {"pair": "39f09f8>b752f5c", "role": "cause", "other": {"id": "b752f5c", "text": "Nobody from product reads the ticket tags", "url": "https://truecauses.org/c/b3bc98a/b752f5c-product-reads-ticket-tags"}, "verdict": "no", "by": "panel", "votes": {"yes": 3, "no": 10, "abstain": 1}}, {"pair": "39f09f8>f966f66", "role": "cause", "other": {"id": "f966f66", "text": "Escalations go to a team that does not read the ticket history", "url": "https://truecauses.org/c/b3bc98a/f966f66-escalations-team-read-ticket-history"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 13, "abstain": 0}}, {"pair": "39f09f8>fda56cf", "role": "cause", "other": {"id": "fda56cf", "text": "Survey requests go out before the problem is solved", "url": "https://truecauses.org/c/b3bc98a/fda56cf-survey-requests-solved"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 13, "abstain": 0}}, {"pair": "55cb716>39f09f8", "role": "effect", "other": {"id": "55cb716", "text": "The best agents leave within a year", "url": "https://truecauses.org/c/b3bc98a/55cb716-agents-leave"}, "verdict": "no", "by": "panel", "votes": {"yes": 3, "no": 11, "abstain": 0}}, {"pair": "5b717da>39f09f8", "role": "effect", "other": {"id": "5b717da", "text": "The phone line closes at five and the emails start at five past", "url": "https://truecauses.org/c/b3bc98a/5b717da-phone-closes-emails-start"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 13, "abstain": 0}}, {"pair": "64c245f>39f09f8", "role": "effect", "other": {"id": "64c245f", "text": "Templates make every reply sound like nobody read the message", "url": "https://truecauses.org/c/b3bc98a/64c245f-templates-reply-sound-read-message"}, "verdict": "no", "by": "panel", "votes": {"yes": 2, "no": 12, "abstain": 0}}, {"pair": "a224a5a>39f09f8", "role": "effect", "other": {"id": "a224a5a", "text": "Managers see the dashboard, agents see the queue, nobody sees the customer", "url": "https://truecauses.org/c/b3bc98a/a224a5a-managers-dashboard-agents-queue-customer"}, "verdict": "no", "by": "panel", "votes": {"yes": 1, "no": 11, "abstain": 2}}, {"pair": "b752f5c>39f09f8", "role": "effect", "other": {"id": "b752f5c", "text": "Nobody from product reads the ticket tags", "url": "https://truecauses.org/c/b3bc98a/b752f5c-product-reads-ticket-tags"}, "verdict": "no", "by": "panel", "votes": {"yes": 0, "no": 12, "abstain": 2}}, {"pair": "f966f66>39f09f8", "role": "effect", "other": {"id": "f966f66", "text": "Escalations go to a team that does not read the ticket history", "url": "https://truecauses.org/c/b3bc98a/f966f66-escalations-team-read-ticket-history"}, "verdict": "no", "by": "panel", "votes": {"yes": 2, "no": 12, "abstain": 0}}, {"pair": "fda56cf>39f09f8", "role": "effect", "other": {"id": "fda56cf", "text": "Survey requests go out before the problem is solved", "url": "https://truecauses.org/c/b3bc98a/fda56cf-survey-requests-solved"}, "verdict": "no", "by": "panel", "votes": {"yes": 0, "no": 14, "abstain": 0}}], "atlas": {"id": "n420bac7f0e975ed3", "url": "https://truecauses.org/atlas?q=Customers%20repeat%20their%20problem%20to%20every%20person%20they%20are%20pass"}, "note": "a group’s judgement, not a measurement. Demo room", "attribution": "Causal map: True Causes, https://truecauses.org/d/b3bc98a"}