Upload a report from the Dashboard page to see Customer Health scoring.
Health Distribution
Healthiest Customers
At-Risk Customers
Score Breakdown by Customer
Each component is scored relative to the best/worst performer in the current filtered set (min-max normalized),
then weighted per the formula above. Click a row to see the full ticket list for that customer.
Upload a report from the Dashboard page to see Engineer Performance scoring.
Performance Distribution
Top Performers
Needs Support
Score Breakdown by Engineer
Each component is scored relative to the best/worst engineer in the current filtered set (min-max normalized),
then weighted per the formula above. Click a row to see the full ticket list for that engineer.
Engineer
Score
SLA (25%)
Closed (15%)
Escalation (15%)
Reopen (10%)
Resolution Time (15%)
Response Time (10%)
Rating (10%)
Compliance
SLA Dashboard
Classification, resolution & first-response SLA. Gauge, pie and trend charts.
Upload a report from the Dashboard page to see the SLA Dashboard.
SLA Compliance Gauges
Classification SLA
First Response SLA
Resolution SLA
Breach Composition & Trend
Breaches by SLA Type
Monthly SLA Compliance Trend
Compliance by Segment
SLA Compliance by Severity
SLA Compliance by Priority
Breached Tickets
Every ticket below breached at least one SLA type in the current filter selection. Click a row for full ticket detail.