The metrics were designed to shed workers not enhance customer service. All that money saved then can help with mergers, but more importantly keep AT&T leading the charge of a diverse workforce.
For many, working in wireline is a nightmare right now. Good luck finding a 2020 job with AT&T.
In general, I agree with the direction of this company, as far as the technological changes they are implementing. I support legacy technologies and know my days are likely numbered. What I despise about this company, is the way they treat these legacy customers. As a technician and field engineer, I have always taken pride in always doing whatever I had to do, to satisfy the customer and provide the best service possible. In the past, I was praised for taking ownership of customer issues, buy management. Now with the metrics that I am under, I cannot perform the same high level of service, or I am penalized for not making my numbers.