Operations Summary

Operations Summary

The landing tab and the daily health check for the whole operation. It pulls the single most important number from each of the other tabs into one place, so you can see at a glance whether anything needs attention.

Operations Summary tab.

KPI cards

• Total / Work Items Started - how much work came in during the selected range (cases, actions and tickets).

• Work Items Open - items started but not yet resolved (status below Closed).

• Work Items Overdue - open items that have already passed their due date.

• SLA Compliance - of the items closed in the period, the percentage resolved within their SLA deadline. Higher is better.

• AHT in Hrs - average handling time per item, from pick-up to completion, shown as HH:MM.

• Daily Active Users - average number of unique agents logging activity each day.

Visuals

• Monthly Volume - Received vs Closed - columns comparing work received against work closed each month. When the closed bar is shorter than the received bar, the backlog is growing. Drills month → week → day.

• By Process (Top 10) - donut showing which processes generate the most work, top ten by volume.

• SLA Status - met vs not-met split for the period.

• Top 10 Agents - Throughput & AHT - table of the ten agents who resolved the most items, with their AHT and SLA %.

• Communication & Quality overview cards - headline email and quality figures lifted from the Communications and Quality & Defects tabs.