Turnover is the queue's oldest unsolved ticket.
Every agent who leaves takes a private knowledge base with them. The macros stay. The judgment goes.
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.
Resolved edge cases stay buried in tickets, so handle time and escalations climb with every new hire.
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.
Resolved cases turn into answers the next agent can use. Kept. Keep the knowledge behind the work.
Support runs on knowledge that never makes it into the help center: the failure mode that looks like billing but is not, the account that needs the careful voice, the workaround engineering approved once at midnight. Attrition deletes it on schedule, and quality resets with every cohort.
Kept captures what your agents actually know, in conversation, and keeps it cited and queryable for the team. Resolution knowledge compounds instead of churning. The workspace keeps what it paid to learn, whoever is on shift.
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.