Operational Support Dashboard Design
Show support workload and quality at a glance.
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Design an operational support dashboard with a checklist of requirements I can test. Team size and channels: [TEAM_AND_CHANNELS]. Ticket data fields: [TICKET_FIELDS]. Service levels: [SERVICE_LEVELS]. Decisions made hourly and weekly: [DECISIONS]. Tool: [BI_TOOL]. Produce the design and then a requirements checklist. DESIGN: live metrics (open tickets, oldest ticket age, queue by priority, tickets at risk of missing the service level), and weekly metrics (volume, first response time, resolution time, reopen rate, satisfaction, backlog trend). Give formulas and definitions for each, including how to treat waiting-on-customer time. Provide two layouts in text: a wall display (large numbers, few items, readable from 3 meters) and a manager view (trends and breakdowns). CHECKLIST (mark each with how to test it): [ ] Every metric has a written definition on the dashboard [ ] The live view refreshes at least every 5 minutes and shows the last refresh time [ ] Thresholds and colors are consistent and not color-only [ ] No metric ranks individual agents publicly [ ] Metrics cannot be improved by harming quality (pair speed with reopen rate and satisfaction) [ ] Alerts exist for breach risk [ ] Numbers reconcile with the ticket system [ ] Filters for channel, team, and priority [ ] Accessible for color-blind viewers End with the ten-minute morning review routine the team uses.
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