Customers
6 min read
What a support team learned from watching agents live
Halcyon Labs moved ticket triage into shared sessions. Here is what changed for their leads.
Dana Okafor
From morning reviews to live steering
Support leads used to read agent transcripts the next morning and fix mistakes after customers had already seen them.
Now a lead watches the session while the agent drafts, and steps in before anything is sent.
The result
First replies got faster, and escalations dropped because a person caught the tricky cases in time.