Flow Support KPI Dashboard

SLA, CSAT, reopen och callback-trend

Tenant: global | Generated: 2026-06-17 09:01:15

Unified inbox Support command Support center Ticket SLA Callback SLA Launch report Live mode Go live now

Support review path

Make the weekly KPI review easy to act on

This digest should lead straight into the inbox, the SLA board or the callback lane so the team can close the loop instead of only reading the numbers.

Read KPI

Review SLA, CSAT, reopen and callback trend together.

Fix next

Open the command hub or SLA hub and work the top issue.

Go live now

Publish the review pack and move into live ops when complete.

Support command Ticket SLA Callback SLA Go live now

SLA hit rate

100%

7d vs 30d: flat

Command score

100%

24h: 100% | 30d: 100%

Callback overdue

7d vs 30d: flat

Unassigned

Active tickets without owner.

CSAT risk

Fallback estimate from waiting internal pressure.

Reopen risk

Fallback estimate from active queue pressure.

Work next

Queue looks healthy

Priority path from the headline window: SLA breaches, callback overdue and closure quality come first.

Open command hub

Primary action

P3 - Queue healthy

No enforced backlog

Open now Unified inbox

Fast follow

Keep monitoring support SLAs and closure QA during the shift.

Closure QA evidence

CSAT, reopen och QA-pass från riktiga agentåtgärder

0 QA events senaste 7 dagar | low CSAT 0 | reopen 0 | QA pass 0

Export evidence

Time	Ticket	Action	CSAT	Priority	Actor
No closure QA audit entries yet. Use Closure QA on a ticket to start measuring.

Weekly review pack

Support queue is in good shape; keep monitoring callbacks and closure quality.

Review score: 100%

Wins

SLA hit-rate 100%
No overdue callbacks in headline window
Command score 100%

Risks

No major support risks detected from current signals

Export JSON Export markdown Export CSV ROI export pack

Support review automation

Digest + notification path

Cron route: /flow/scheduler/support/review/run | Secret: FLOW_SUPPORT_REVIEW_CRON_SECRET

Launch report Support command Calendar export Live mode ROI export pack

Support KPI automation

Weekly KPI snapshot can now run on cron

Cron route: /flow/scheduler/support/kpi/run | Secret: FLOW_SUPPORT_KPI_CRON_SECRET | Schedule: Veckovis måndag 07:45 Europe/Stockholm

Launch report Review pack Calendar export Live mode ROI export pack

Cadence coverage

0/3

Snapshots in the last 7 days.

Cadence status

fail

Ready means the weekly review has enough evidence to publish.

Latest snapshot

n/a

No snapshot yet.

Persisted support trend

Dagliga KPI-snapshots för support

Spara en mätpunkt efter supportpass, incident eller veckoreview. Historiken gör SLA, callback och closure-risk spårbar över tid.

Laddar snapshots...

Skapa första snapshoten när adminsession finns, så får dashboarden en historisk baslinje.

Support review cadence

Weekly support ops review

Owner: Support lead | Next review: 2026-06-22 09:00:00 | Required snapshots: 3 per 7 days

Calendar export

Guardrail	Current	Target	Status	Action
SLA hit-rate	100%	>= 95%	pass	Work breached tickets first and document owner/resolution.
Callback overdue	0	0 overdue	pass	Run callback dispatch before normal inbox triage.
Unassigned active tickets	0	<= 2	pass	Assign owner to every active ticket before review closes.
Escalation due	0	0 due	pass	Move due tickets to escalation owner and recovery lane.
Closure quality risk	0 CSAT / 0 reopen	<= 3 combined	pass	Run QA on weak resolutions and reopen recovery before publishing the report.

Review pack CSV export

Window	SLA hit	Score	CSAT avg
Senaste 24h	100%	100%	n/a
Senaste 7 dagar	100%	100%	n/a
Senaste 30 dagar	100%	100%	n/a

Priority	Lane	Signal	Action	Open
P3	Queue healthy	No enforced backlog	Keep monitoring SLA, callback and closure QA during the day.	Open