Flagship engagement
SLA Dashboard Commission
A commissioned build of support SLA views that track first-response, resolution windows, and breach patterns against the targets your team already owns.
Who it is for
Support directors, operations leads, and CX managers who need a shared picture of SLA health across queues.
The result
A living set of SLA views—first-response, resolution, reopen, and backlog—tied to the ticket fields your team already uses, plus a short handoff so analysts can maintain the views.
Included
- Discovery workshops on current SLA definitions and queue structure
- Metric dictionary for first-response, resolution, reopen, and backlog aging
- Dashboard layout and visual hierarchy designed for daily standup use
- Two revision cycles with your support leadership
- Written handoff and a live walkthrough for the owning analyst
Outside this engagement
- Ongoing ticket-system licensing fees
- Agent coaching or hiring support
- 24/7 monitoring after handoff
How we work
Provider: Maplecore Support Board senior analyst paired with a visualization specialist
- Intake call to map queues, priorities, and existing reports
- Field audit of ticket timestamps and SLA clocks
- Draft views reviewed in a working session
- Final build, sign-off, and handoff workshop
Preparation
Share anonymized sample tickets, current SLA targets, and a list of report owners.
Constraints
Works with the reporting exports or BI connections you already have; we do not replace your ticketing vendor.