--- name: support-operations-dashboard description: Build real-time support operations dashboards tracking ticket volume, SLA compliance, agent performance, customer satisfaction, and channel metrics. Use when designing support dashboards, configuring KPI tracking, setting up real-time monitoring, building executive reports, or optimizing support operations through data-driven insights. Triggers on phrases like "support dashboard", "operations dashboard", "support KPIs", "real-time monitoring", "support metrics", "ticket dashboard", "support analytics", "operations reporting", "support scorecard". --- # Real-Time Support Operations Dashboard Build comprehensive dashboards tracking all support operations metrics in real-time. ## Workflow ### Dashboard Design and Implementation Trigger: New tool implementation; quarterly dashboard review; executive reporting requirement: 1. **KPI definition**: Identify core metrics — ticket volume, response time, resolution time, SLA compliance, CSAT, first contact resolution, agent utilization, deflection rate; define targets and alert thresholds per metric. 2. **Data source integration**: Connect data sources — help desk API (tickets, agents, SLAs), survey tool (CSAT, NPS), knowledge base (article views, deflection), CRM (account data), chatbot (deflection stats); configure real-time vs. batch sync. 3. **Dashboard layout design**: Design view hierarchy — executive summary (top level), operations detail (team level), agent detail (individual level); define widgets per view; prioritize real-time metrics in primary view. 4. **Widget configuration**: Build each widget — ticket volume chart (hourly/daily/weekly), SLA compliance gauge, CSAT trend, agent leaderboard, channel breakdown, escalation tracker, queue wait times; configure auto-refresh intervals. 5. **Alert configuration**: Set up threshold alerts — SLA compliance < 90% (alert team lead), CSAT < 3.5 (alert manager), ticket volume > 2× normal (alert capacity planner), queue wait > 10 minutes (alert scheduler); configure notification channels (email, Slack, SMS). 6. **Access control**: Define role-based access — executives (summary view), managers (team detail), agents (personal metrics only); configure data permissions; audit access quarterly. 7. **Testing and launch**: Validate data accuracy (compare dashboard to source system); test alert triggers; verify refresh intervals; user acceptance testing with stakeholders; launch with training session. 8. **Continuous improvement**: Monthly review of dashboard usage (which widgets viewed most); quarterly KPI adjustment; annual dashboard redesign based on tool changes. ### Dashboard Widget Specifications ``` SUPPORT OPERATIONS DASHBOARD — WIDGET LAYOUT =============================================== View 1: Executive Summary (Top-Level) ┌─────────────────┬─────────────────┬─────────────────┐ │ Ticket Volume │ SLA Compliance │ CSAT Score │ │ Today: 342 │ 94.2% │ 4.3/5.0 │ │ vs yesterday: │ Target: 95% │ Trend: ↑ +0.1 │ │ +12% ▲ │ ⚠️ BELOW TARGET │ ✓ ON TARGET │ └─────────────────┴─────────────────┴─────────────────┘ ┌─────────────────┬─────────────────┬─────────────────┐ │ Open Tickets │ First Contact │ Deflection Rate │ │ 128 total │ Resolution: 72% │ 58% │ │ P1: 2 | P2: 15 │ Target: 70% │ Target: 55% │ │ P3: 67 | P4: 44 │ ✓ ON TARGET │ ✓ ON TARGET │ └─────────────────┴─────────────────┴─────────────────┘ View 2: Operations Detail (Team Level) ┌─────────────────────────────────────────────────────────┐ │ Ticket Volume Trend (Last 7 Days) │ │ [Line chart: Daily ticket volume with 7-day average] │ │ Peak: Tuesday 10 AM — 45 tickets/hour │ │ Low: Sunday 3 AM — 2 tickets/hour │ └─────────────────────────────────────────────────────────┘ ┌─────────────────────────────────────────────────────────┐ │ SLA Compliance by Channel │ │ Email: 94% ████████████████░ (target: 95%) │ │ Chat: 98% ██████████████████ (target: 95%) │ │ Phone: 97% █████████████████░ (target: 95%) │ │ Social: 88% ██████████████░░░░ (target: 90%) ⚠️ │ │ WhatsApp:91% ███████████████░░ (target: 90%) │ └─────────────────────────────────────────────────────────┘ ┌─────────────────────────────────────────────────────────┐ │ Agent Performance Leaderboard (This Week) │ │ #1 Agent A — 142 tickets, 4.5 CSAT, 96% SLA │ │ #2 Agent B — 138 tickets, 4.4 CSAT, 95% SLA │ │ #3 Agent C — 135 tickets, 4.3 CSAT, 94% SLA │ │ ... │ │ Team average: 110 tickets, 4.3 CSAT, 94% SLA │ └─────────────────────────────────────────────────────────┘ ┌─────────────────────────────────────────────────────────┐ │ Escalation Tracker │ │ Active escalations: 8 │ │ > 24 hours: 2 (⚠️ needs attention) │ │ Most escalated category: Technical (5 of 8) │ │ Avg resolution time: 6.5 hours │ └─────────────────────────────────────────────────────────┘ View 3: Agent Detail (Individual Level) ┌─────────────────────────────────────────────────────────┐ │ Today's Performance │ │ Tickets handled: 28 │ │ Avg response time: 12 minutes │ │ Avg resolution time: 2.5 hours │ │ CSAT (today): 4.4/5.0 (5 surveys) │ │ SLA compliance: 97% │ │ First contact resolution: 75% │ └─────────────────────────────────────────────────────────┘ ┌─────────────────────────────────────────────────────────┐ │ Active Tickets │ │ Open: 8 (3 waiting on customer, 5 in progress) │ │ SLA at risk: 1 (breach in 45 minutes) ⚠️ │ │ Queued: 3 (assigned but not yet opened) │ └─────────────────────────────────────────────────────────┘ ``` ### Alert Configuration ``` DASHBOARD ALERT RULES ======================= Critical Alerts (immediate notification — SMS + Slack + Email): - SLA compliance drops below 85% (any channel) - CSAT drops below 3.0 (24-hour average) - P1 ticket count > 5 simultaneously - Ticket volume > 3× normal (potential incident) - All agents offline (> 15 minutes) Warning Alerts (Slack + Email): - SLA compliance drops below 90% (any channel) - CSAT drops below 3.5 (24-hour average) - Queue wait time > 10 minutes (chat) - Escalation aging > 24 hours - Agent utilization > 90% (capacity risk) Info Alerts (Slack only): - Ticket volume > 1.5× normal - New feature request spike (> 10 in 24 hours) - Knowledge base article views spike (> 2× normal) - Deflection rate drop > 5% (potential quality issue) Alert Fatigue Prevention: - Deduplicate: Same alert max once per hour - Escalation: Unacknowledged warning → critical after 2 hours - Quiet hours: Non-critical alerts suppressed 10 PM – 6 AM - Acknowledgment: Alert requires manual acknowledgment to clear ``` ## Edge Cases - **Data inconsistency across sources** (help desk shows 342 tickets, dashboard shows 338): - Cause: Sync delay; different filtering logic; data transformation error - Prevention: Single source of truth per metric; documented data definitions; sync frequency documented - Detection: Automated reconciliation check (help desk vs. dashboard); alert on > 2% variance - Resolution: Investigate root cause; fix sync; communicate correction to stakeholders - **Dashboard performance** (slow load times with large data volumes): - Cause: Large datasets; complex queries; insufficient caching; too many widgets - Prevention: Aggregate data at source; cache results (5-minute refresh for non-real-time); progressive loading - Optimization: Pre-aggregate daily/weekly metrics; real-time only for current-hour data; lazy-load charts - Target: Dashboard load time < 3 seconds; widget refresh < 5 seconds - **Metric gaming** (agents optimize for dashboard metrics rather than customer experience): - Detection: CSAT high but resolution low; response time fast but quality poor; first contact resolution high but reopen rate high - Prevention: Multi-dimensional metrics (balance speed + quality + resolution); QA sampling; customer feedback correlation - Governance: Regular review of metric correlations; adjust dashboard to prevent single-metric optimization - Culture: Emphasize customer outcomes over metric targets; dashboard as tool, not scorecard - **Executive vs. operational needs** (executives want trends, operations want real-time): - Solution: Separate views with different refresh rates and granularity - Executive view: Weekly/monthly trends, high-level KPIs, target vs. actual, refresh daily - Operations view: Real-time metrics, queue status, agent activity, refresh every 30 seconds - Bridge: Daily summary email to executives from real-time dashboard - Access: Role-based view selection; executives can drill down to operations view if needed - **Multi-team/multi-location dashboards** (global support teams across time zones): - Design: Global view + regional views; each region sees own metrics + global context - Timezone: Show metrics in local time; "current hour" = agent's local hour - Handoff: Follow-the-sun handoff metrics (tickets transferred, handoff quality) - Leadership: Global consolidated view with regional breakdown - Challenge: Consistent metric definitions across regions; standardized reporting ## Integration Points - **Help desk**: Zendesk, Freshdesk, Intercom — ticket data, SLA data, agent performance - **Survey tools**: Delighted, SurveyMonkey, Qualtrics — CSAT, NPS, survey responses - **Chatbot**: Intercom bot, Drift, custom — deflection stats, bot resolution rate - **Knowledge base**: Zendesk Guide, Confluence — article views, search success rate - **CRM**: Salesforce, HubSpot — account data, customer tier, revenue impact - **BI tools**: Tableau, Power BI, Looker, Metabase — dashboard building, visualization - **Analytics**: Google Analytics, Mixpanel, Amplitude — web analytics, funnel data - **Data warehouse**: Snowflake, BigQuery, Redshift — data aggregation, historical analysis - **Alerting**: PagerDuty, Slack, Twilio — threshold alerts, notification delivery - **API gateway**: Kong, Apigee — data pipeline management, rate limiting