INFO
Total Active Cases
0
Total cases in selected analysis.
GOOD
🔴 New Calls Immediate Action
0
No unacknowledged new cases.
INFO
Service Requests (SR)
0
Breakdown of active Service Requests.
INFO
Incident Management (INC)
0
Breakdown of active Incident Management cases.
MONITOR
⏱ L1 Team Action Items ≤ 1 Day 12 Hrs
0
The L1 team should assess the issue/request and decide whether it can be resolved at their level or needs to be escalated to the L2 team.
GOOD
SLA Violated – SR (No SLA data)
0
No SR cases currently in violation.
GOOD
SLA Violated – INC (No SLA data)
0
No INC cases currently in violation.
GOOD
Aging > 15 Days
0
No cases have crossed the 15-day warning threshold.
GOOD
Aging > 25 Days Critical
0
No critical old cases requiring urgent action.
GOOD
Aging < 15 Days
0
Cases within the 15-day range — monitor for escalation.
GOOD
Aging < 7 Days
0
Recently opened cases — ensure timely progress.
Email Follow-Up
Under Observation & Waiting on Customer — last email FROM sapphireims.com
GOOD
Email Follow-up Missed Already Missed
0
All email follow-ups are up to date.
PROACTIVE
Email Follow-up Due Today Act Now
0
No email follow-ups due today.
PROACTIVE
Email Follow-up Due Tomorrow Plan Ahead
0
No email follow-ups due tomorrow.
Email Response Compliance
All other open statuses — last email NOT from sapphireims.com
GOOD
Email Response Missed Already Missed
0
No missed client email responses.
PROACTIVE
Email Resp Due Today Act Now
0
No client responses due today.
PROACTIVE
Email Resp Due Tomorrow Plan Ahead
0
No client responses due tomorrow.
Subsequent Response (INC)
GOOD
Subsequent Resp Missed Already Missed
0
All subsequent response dates are met or tracked.
PROACTIVE
Sub. Resp Due Today Act Now
0
No subsequent responses due today.
PROACTIVE
Sub. Resp Due Tomorrow Plan Ahead
0
No subsequent responses due tomorrow.
Subsequent SLA
GOOD
Subsequent SLA Miss Already Breached
0
No cases have breached the subsequent SLA threshold.
Idle Cases
Based on Modified Date (Col J)
GOOD
Idle > 1 Day
0
Monitor these cases for potential stagnation.
GOOD
Idle > 3 Days Critical
0
No critical cases idle for more than 3 days.
SR EDOC (Expected Date of Closure)
SR EDOC Col W · Service Request only
GOOD
SR EDOC Breach Already Missed
0
No SR cases have breached their EDOC.
PROACTIVE
EDOC Due Today Act Now
0
No SR EDOCs closing today.
PROACTIVE
EDOC Due Tomorrow Plan Ahead
0
No SR EDOCs closing tomorrow.
CHECK
SR EDOC – Date Missing Fill Required
0
All SR cases have an EDOC date set.
Owner Scorecard
Click any row to filter by owner
Assignment Level – Team Stats & Details
Load data to see team breakdown by Assignment Level (L1 / L2 / SME).
| Owner | Performance Scorecard % | Assignment Level | Total Open Cases | Total Open SR | Total Open INC | Aging >15 Days | Oldest >25 Days | Idle >1 Day | Idle >3 Days | Email F/Up Missed | Email F/Up Today | Email F/Up Tomorrow | Email Resp Missed | Email Resp Today | Email Resp Tomorrow | SR EDOC Breach | SR EDOC Missing |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Processing data... | |||||||||||||||||
0
Open Cases
0
Service Requests
0
Incidents
0%
Overall SLA Compliance
Cases by Status
Aging Analysis
This list shows all cases requiring immediate owner action today.
0 cases
SLA & Aging Breakdown by Owner
Open Cases Analyses
Account Wise Analyses
1. Overall Case Volume
2. SLA Compliance
3. Aging & Old Cases
4. Follow-up & Response Misses
5. Subsequent SLA & Response Tracking
6. Idle Case & SR Compliance (EDOC)
Engineer Wise Analyses
1. Overall Case Volume
2. SLA Compliance
3. Aging & Old Cases
4. Follow-up & Response Misses
5. Subsequent SLA & Response Tracking
6. Idle Case & SR Compliance (EDOC)
INFO
Total Closed Cases
0
All resolved cases in the selected period.
OPEN
Outstanding Open Cases
0
Cases still active (OPEN_STATUSES only — excludes Resolved-Pending, Customer Agreed, Deferred, Customer Deny & Closed).
GOOD
Overall Closure Performance
0%
% of cases closed within 15 days.
INFO
FCR Rate
0%
First Contact Resolution – cases closed within 24 hrs.
Closed Cases by Service Type
Closure Aging Distribution
Days from Creation to Resolution (Closure Aging Buckets)
Category Analysis
Breakdown by Support Category (Col S), Feature (Col T) and Sub Feature (Col U) — closed cases in current filter.
Support Category Distribution
Share of closed cases per support category
Top Support Category by Volume
Total closed cases per support category — sorted by volume
Top 10 Features by Volume
Top 10 features across all closed cases in current filter — sorted by count
Resolution Code Review
Comprehensive analysis of resolution patterns with SOP recommendations for L0 and L1 calls — global filters applied.
Resolution Code Distribution
Share of closed cases per resolution code (Col AG)
Top 10 Resolution Codes
Most frequently used resolution codes — sorted by volume
Avg Resolution Time by Resolution Code
Average days from creation to resolution, grouped by resolution code (top 10 by volume)
L1 Team Metrics
L1 team performance analysis — resolved call counts, compliance, KB/SOP usage, and feedback. Global filters applied. Click any chart bar or table row to drill down.
INFO
Total Logged (Closed)
0
Total closed cases in current filter
GOOD
Resolved (L1 Closed)
0
% of total logged
KB/SOP
KB/SOP Usage Rate
0%
% of closed calls resolved by referring KB/SOP
REVIEW
All Feedback Cases (L1/L2/SME)
0
% cases with feedback from L1, L2, or SME
High Priority Cases
Semantic title intelligence — understands what the ticket describes (broken automations, missing records, pipeline failures, core feature unavailability) not just surface words — combined with operational risk signals. Auto-runs on upload. Only Critical and High shown.
🚨 Critical Priority
—
Core feature broken · Showstopper · System down · Data at risk
⚠️ High Priority
—
Significant impact · Degraded functionality · Action needed today
📋 Total Analysed
—
Tickets scored in current filter
🎯 Focus Score
—
% of tickets needing immediate attention
Upload and process data to see High Priority Cases