Use to find agent-side friction — tooling, permissions, dead ends, macro gaps, system hops — by shadowing real work and counting cost per contact before defaulting to training. Trigger for "agent experience audit", "why is handle time so high", "tooling friction", "agents switching systems", "shadow
Use to find agent-side friction — tooling, permissions, dead ends, macro gaps, system hops — by shadowing real work and counting cost per contact before defaulting to training. Trigger for "agent experience audit", "why is handle time so high", "tooling friction", "agents switching systems", "shadow an agent", macro gaps, permission blocks, or "we need more training" when the stack is the problem.