Reporting
How the team is performing against SLA this period.
SLA rules are provisional. Working assumption: Red Alert 24h · New Customer 24h · Normal 72h, clock from assignment. SLA % and average time to close exclude weekends (real elapsed hours, minus full Sat/Sun). Final definition (incl. multi-team List Build milestones) to be set with Marko.
Summary —
SLA & volume over time
Hover a point for detail · click a bar to drill in.
Each bar is the on-time SLA % for that week. Under each week: adjusted % (after review) and number of cases.
Team performance
SLA and workload by team. Click a team to see its people.
| Team | SLA met | Cases | Open | At risk | Avg time |
|---|
Recommendations
Concise, grounded action items for this period.
Cases
All cases in the selected period. Each shows its SLA clock.