The Triogon - What Is the Worst Thing That's Going to Happen?

Fortera: We want to put order of operations in front of everything, is opposed to giving people the trust and the freedom o to make those calls. The goal of a customer advocate is 95 % of your day is front line, what we call chat duty. If that individual cannot recreate a bug or an issue that's being reported, they will put it into triage. They are the triage captain, meaning they're responsible for then managing the bugs that get escalated. And if you can't replicate and move on a for the customer, it goes into triag so meaning like, the customer probably saw it.