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Global Filters
Select L1 Team Member
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Select MSP Account
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All Owners
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All Customers
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All Statuses
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Open Cases Analysis
Showing 0 of 0 cases
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.
INFO
Total Closed Cases
0
Total closed cases in selected filters.
INFO
Service Requests (SR)
0
Breakdown of closed Service Requests.
INFO
Incident Management (INC)
0
Breakdown of closed Incident Management cases.
OPEN
Outstanding Open Cases
0
Cases still active (excluding Resolved-Pending, Customer Agreed, Deferred, Customer Deny & Closed).
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.
GOOD
First Contact Resolution Resolved within 24 hrs
0
Cases resolved within 24 hrs of creation (Col AL – Col H ≤ 24 hrs).
INC – Closure Aging (Resolved Time − Creation Time)
GOOD
Aging < 7 Days Closed INC
0
Closed INC cases resolved within 7 days.
GOOD
Aging > 7 Days Closed INC
0
Closed INC cases that took more than 7 days to resolve.
GOOD
Aging < 15 Days Closed INC
0
Closed INC cases resolved within 15 days.
GOOD
Aging > 15 Days Closed INC
0
Closed INC cases that took more than 15 days to resolve.
SR – Closure Aging (Resolved Time − Creation Time)
GOOD
Aging < 7 Days Closed SR
0
Closed SR cases resolved within 7 days.
GOOD
Aging > 7 Days Closed SR
0
Closed SR cases that took more than 7 days to resolve.
GOOD
Aging < 15 Days Closed SR
0
Closed SR cases resolved within 15 days.
GOOD
Aging > 15 Days Closed SR
0
Closed SR cases that took more than 15 days to resolve.
Email Follow-UpUnder 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 ComplianceAll 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.
Customer Follow-up on Closure CallsLast email NOT from sapphireims.com · Closed statuses
GOOD
Customer Follow-up on Closure Calls Customer email pending
0
Closed cases where the last email was NOT from sapphireims.com.
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 CasesBased 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
All Cases
SLA Violations
Aging >15 Days
Recommendations
Owner Analysis
This list shows all cases requiring immediate owner action today.
List
Grid
Clear Filters
0 cases
Clear Filters
Clear Filters
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)
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Excel Export
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)
Team Performance TrendPer Engineer · All Uploaded Data
Values shown on bars · Hover for details
1. Overall Logged vs Closed
Total cases logged in uploaded data vs closed vs still open — per engineer (all types combined)
2. SR Logged vs Closed
Service Request cases logged vs closed vs still open — per engineer
3. INC Logged vs Closed
Incident Management cases logged vs closed vs still open — per engineer
4. Overall Closure Performance
Closure rate per engineer: % = Cases Closed ÷ Total Logged × 100≥80% Good · ≥60% Monitor · <60% Attention
Category Analysis
Breakdown by Support Category (Col S), Feature (Col T) and Sub Feature (Col U) — closed cases in current filter.
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Excel Export
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
Category Performance SummaryBy Support Category
Support Category
Total Cases
Closed Cases
Avg Resolution (Days)
Top Feature
Team-wise Breakdown (Cases · Closed · Avg Days)
Upload data to see category performance.
Feature Performance SummaryBy Feature
Feature
Total Cases
Closed Cases
Avg Resolution (Days)
Top Sub Feature
Team-wise Breakdown (Cases · Closed · Avg Days)
Upload data to see feature performance.
Resolution Code Review
Comprehensive analysis of resolution patterns with SOP recommendations for L0 and L1 calls — global filters applied.
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Excel Export
Key Insights & SOP Recommendations
Upload and process data to see insights.
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 performance analysis — resolved call counts, compliance, KB/SOP usage, and feedback. Global filters applied. Click any chart bar or table row to drill down.
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Excel Export
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
1. Resolved Call Count & % Against Logged (Per Engineer)
Grouped bars: total logged vs resolved per L1 engineer · % shown on bars
Engineer
Total Logged
Resolved (Closed)
Resolution Rate
SR Closed
INC Closed
FCR (≤24h)
Avg Resolution (Days)
Upload data to see metrics.
2. Compliance Metrics (Per Engineer)
SLA compliance · Closure within 15 days · FCR rate · Email response compliance
SLA Compliance Rate per Engineer
Closed within 15 Days Rate per Engineer
Engineer
Total Closed
SLA Non-Violated
SLA Compliance %
Closed ≤15 Days
≤15 Days %
FCR Count
FCR %
Avg Age at Close (Days)
Upload data to see compliance metrics.
3. KB/SOP Usage — % of Calls Resolved by Referring KB/SOP
Based on Column Z "Was KB Referred" — per engineer breakdown
Engineer
Closed Cases
KB/SOP Referred
KB/SOP Usage %
Usage Bar
Assessment
Upload data to see KB/SOP usage.
4. Feedback Analysis — L1 / L2 / SME (% of Calls with Feedback & Comments)
Based on Column AA "Feedback To" and Column AB "Feedback" — all feedback types (L1, L2, SME). Use filter above to drill into a specific type.
Feedback Insight
Upload and process data to see insights.
Feedback Cases per Engineer
Engineer (Feedback To)
Total Closed
Feedback Cases
Feedback %
% Bar
L1
L2
SME
Upload data to see feedback metrics.
All Feedback Comments (Drill-Down)
Export Comments
Case ID
Title
Owner
Feedback To
Type
Feedback Comment
Category
Resolved Date
Upload data to see feedback comments.
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.
Export
🚨 Critical Priority
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Core feature broken · Showstopper · System down · Data at risk