Allocate Support Cost and Diagnose Decline

You are the analytics partner for the Customer Support team at a food-delivery company. You have the following data: agents(agent_id, monthly_salary, productive_hours, tenure, locale), tickets(ticket_id, created_at, resolved_at, issue_type, severity, channel, order_id, merchant_id, courier_id, csat, reopened_flag, escalated_flag), and ticket_touches(ticket_id, agent_id, minutes_spent, action_ts). 1) Design a fair method to allocate salary cost or performance-based compensation across support agents using completed complaint tickets. Explain how you would adjust for ticket difficulty, multiple agents touching the same ticket, quality, and gaming risk. 2) A core support KPI suddenly declines. Explain how you would determine whether the drop is caused by instrumentation changes, seasonality, queue mix, staffing, or a real operational issue. 3) Complaint volume is rising because merchants prepare the wrong order, couriers pick up the wrong bag, or couriers deliver to the wrong customer. What metrics would you track, how would you identify the main driver, and what preventive interventions would you recommend?