Reporting
Case performance and SLA over time.
SLA rules are provisional. Working assumption: Red Alert 24h · New Customer 24h · Normal 72h, business hours, clock from assignment. 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.
Case volume
SLA met % (raw)
SLA met % (adjusted)
SLA health
Compare where risk sits — longer green bar is better.
Recommendations
Concise, grounded action items for this period.
Automated delivery
How this report goes out. The only executives ever copied are Marko & Vigan.
Weekly summary
Sent every Monday, 8:00 AM IST — this full report.
ToDept heads — DadaSaurav
CcMarkoVigan
Risk alert — immediate
Sent the moment a case breaches or is flagged at risk, not on a schedule.
ToTask ownerManager / dept head
CcMarkoVigan
This report follows the TPG standard: a summary, risk identification, automated email, and recommendations.
Cases
All cases in the selected period. Each shows its SLA clock.