Executive Telemetry
Route: /org/resolve/dashboard · Permission: View executive Service Desk telemetry dashboards.
1. What it is
A fixed KPI dashboard — the four or five numbers a service desk is judged on, on one screen, with no tab switching and no configuration.
2. The metrics
| Metric | Means | Watch for |
|---|---|---|
| Avg First Response Time | How long before a human replied | Rises when triage is unstaffed, not when work is hard |
| Avg Ticket Handle Time | Time actually spent per ticket | Rises with complexity — or with unclear knowledge |
| First Contact Resolution | "Resolved in single agent post" | The cheapest possible outcome; falling FCR predicts rising cost |
| Average Customer CSAT | "Based on closed ticket reviews" | Only reflects customers who responded |
| Vendor Contract | Underpinning contract state | Ties to UC targets |
A net working stopwatch indicator shows active tracked time.
FRT and FCR move in opposite directions under pressure
A team under load replies fast and resolves shallow — FRT looks good while FCR falls, and the same tickets come back. Read them together; either one alone flatters or damns unfairly.
3. Don't confuse this with…
| These two | Differ by |
|---|---|
| Executive Telemetry vs Analytics → Executive | A fixed KPI screen vs a permissioned report tab with cost and change-success |
| Telemetry vs the dashboard | Performance over time vs today's counts |
| CSAT here vs Channels & CSAT | One number vs the trend and its drivers |
4. Troubleshooting
| Symptom | Cause |
|---|---|
| CSAT missing | No survey responses in the period |
| FCR implausibly high | Tickets resolved without a public reply |
| Vendor contract blank | No UC configured |