Support Ops & Performance Review Dashboard

Workload Overview

• Total Open Cases: Overall active workload.
• SR vs INC Split: Service Requests and Incidents distribution.

SLA & Contract Health

• SLA Violated (SR/INC): Breached Service Requests and Incidents.
• SLA Warning: Tickets nearing SLA breach.
• Subsequent SLA Miss: Follow-up breaches after initial response.
• SR EDOC Miss: SR Delivery compliance.

Aging & Backlog Risk

• Aging > 15 Days: Long-pending cases requiring action plan.
• Oldest Case (>25 Days): Highest backlog risk ticket.

Follow-up & Activity

• Follow-up Missed: Next/Email follow-up commitments not met.
• Idle Tickets (>1-3 Days): Stagnant cases needing escalation.

Customer Communication

• Response Missed: Initial acknowledgment or subsequent update breaches.

Today's Focus & Learning

• Top n Closures: Priority closures before EOD.
• Planned Follow-ups: Ownership and timeline commitments.
• Improvement: Yesterday's misses and best practices shared.