Your best agents are a routing bottleneck.
The hard tickets all flow to the three people who have seen everything, and their queues prove it.
Read the film transcript
Narration from this original film. Soft instrumental music plays underneath.
That edge case was fixed in a ticket eight months ago. The next agent will fix it again.
Your senior agents get pulled into the same escalation because the answer lives with them, not the team.
Kept is a voice interview. June calls, asks about your work, and keeps what you say, in your words, in a jar that’s yours.
A new agent gets the blank date error and asks Kept. They get the fix in three steps, cited to whoever found it.
Escalations reach your seniors less often, because the answer reaches the team. Kept. Keep the knowledge behind the work.
Seniority in support means becoming the destination for everything weird. Your best people spend their day answering colleagues, and their knowledge helps exactly one ticket at a time. When one of them leaves, an entire class of problems becomes unsolvable until someone re-learns it the hard way.
Kept interviews your senior agents and keeps their judgment as answers the whole queue can use, each one cited. New agents solve old problems without a favor. You see what the team has covered and what it has not. Kept measures knowledge kept, never agents.
Keeping a knowledge item does not promise permanent access to its original transcript. Sources can become unavailable after retention or removal. Check what evidence is available before relying on an answer.
Read personal and workspace controls. The overview above is available as text; explore the guided text walkthrough for a step-by-step example.