Service health
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Created
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Completed
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Demand delta
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Backlog
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Global CSAT
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Management view
Service Health Score
30% resolution · 25% first response · 25% CSAT · 10% backlog · 10% aging
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Backlog aging
Current open-ticket age profile
Priority mix
Demand created in selected period
Demand and quality drivers
Top request types
Customer-facing Request Type from customfield_10010
SLA breaches by request type
Breached resolution SLA
CSAT by request type
Average stars for rated requests
CSAT by agent
Average stars for rated requests, by assignee
CSAT trend
Weekly average, oldest to newest in the selected period
Low ratings
One and two-star ratings by request type
Low rating tickets
Individual 1-2 star tickets to follow up on
| Ticket | Summary | Type | Assignee | Rating |
|---|
Improvement indicators
Completion ratio
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Aging risk
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30-day forecast
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