FinDesk is a B2B SaaS company that handles customer support through email and chat. The Head of Operations wants a simple but reliable way to tell whether the support process is improving or degrading over time after a recent staffing and workflow change.
In January, the team handled 48,000 tickets with median first-response time of 2.1 hours, median resolution time of 19 hours, backlog older than 72 hours of 1,200 tickets, reopen rate of 6.5%, SLA attainment of 91%, and CSAT of 4.4/5. In March, volume rose to 55,000 tickets; median first-response time improved to 1.8 hours, but median resolution time worsened to 26 hours, backlog older than 72 hours increased to 2,050 tickets, reopen rate rose to 9.2%, SLA attainment fell to 86%, and CSAT dropped to 4.1/5. Leadership is asking whether the process is actually getting better, or whether one improved metric is masking broader degradation.
tickets: ticket_id, created_at, first_response_at, resolved_at, channel, priority, issue_type, customer_tier, agent_idticket_events: ticket_id, event_time, event_type, status_from, status_to, reopen_flagsla_log: ticket_id, sla_target_minutes, met_sla_flagcsat_responses: ticket_id, score, response_timeagent_roster: agent_id, team, tenure_months, shift, region