1
Emails received per day, stacked by category
Bars = received in the period · dotted line = prior period, same length · 4-hour SLA attainment printed above each bar
2
What this board answers
Three questions the Customer Service Center asks every Monday
Response-time clock — median first response by hour × weekday
Each cell is the median hours from receipt to first agent reply. Gate hours at Garden City are shaded; the 4-hour line is where cells turn amber and red.
3
Volume and SLA by email category
Share of emails received, and the % answered within 4 hours
4
Inbox flow — received → triaged → resolved
Where every email in the period ended up. Ribbon width is proportional to count.
5
Agent workload
Emails handled per agent vs. a fair-share line; utilisation = handled ÷ capacity
6
Open backlog by age
Emails still awaiting a first reply at the end of the period
7
Ask the data
Natural-language layer over the same model — a mock of what an analyst would type
Which email categories missed the 4-hour SLA this week?
8
