Workspace
Support Reporting
Operational insights for support leaders: volume, backlog, SLA breaches, and capacity signals—ready for weekly reviews.
Backlog breakdown
Source: api:/api/reporting/backlog-by-priority
| Priority | Open | At risk | Breached | Median first response | Median resolution |
|---|---|---|---|---|---|
| Urgent | 18 | 7 | 3 | 6m | 2h 10m |
| High | 74 | 12 | 6 | 14m | 6h 45m |
| Medium | 162 | 6 | 4 | 22m | 10h 05m |
| Low | 88 | 2 | 1 | 41m | 1d 3h |
Report filters
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Overview
Backlog by priority
Where work is accumulating right now.
Overview
Agent & team workload
Capacity signals to help balance assignments and reduce SLA risk.
Workload leaderboard
Source: api:/api/reporting/workload
| Owner | Team | Open tickets | At risk | Breached | Last seen |
|---|---|---|---|---|---|
| A. Patel | Tier 1 Support | 34 | 6 | 1 | 5m ago |
| J. Kim | Billing | 22 | 2 | 0 | 18m ago |
| On-call Rotation | On-call | 11 | 5 | 2 | 2m ago |
Export & schedule
Send a snapshot to stakeholders (CSV now; scheduled delivery can be wired later).