Selecting tickets workflow needs to address non-high breached FRTs
Request for comments
Need
The Selecting tickets workflow does not include working on already breached tickets in your group's view.
Approach
Include specifically a sub-item for assigning non-high breached FRT from your group's view.
1f) Focus on non-High breached FRTs, starting from the longest breached ticket
Benefit
Customers who have had their tickets breach FRT SLA should not be penalised because of factors outside their control. Of course we must prioritise FRT (especially Highs), but currently we don't even mention already breached FRTs in our ranked list.