The six that earn their place
Open tickets by status. Overdue and escalated, as a count you cannot ignore. Median and 90th-percentile first response. SLA compliance for the period. Volume by category. Reopen rate.
What to remove
Total tickets ever created. Tickets closed per agent shown without quality context. Any mean without its distribution. Anything nobody has acted on in three months.
Design for the decision
Every panel should have an owner and an action attached. If nobody can say what they would do differently when a number moves, the panel is decoration.
Refresh cadence
Operational panels — overdue, unassigned, escalated — are for today. Performance panels are for the month. Mixing the two on one screen makes both harder to read.
PUT THIS INTO PRACTICE
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