SLA & Backlog
Operational prioritization workspace
SLA exposure
2
Breached
5
< 30 min
11
30–60 min
34
> 60 min
SLA Breached — 2
| Case | Customer | Intent | Priority | Waiting on | Owner | |
|---|---|---|---|---|---|---|
| Fiber outage | Critical | Unassigned | Unassigned | |||
| Installation delay | High | Waiting Provisioning | Jordan |
At Risk — 4
| Case | Customer | Intent | SLA remaining | Waiting on | Owner | |
|---|---|---|---|---|---|---|
| Fiber outage | 18 min | Waiting Network | Jordan | |||
| Fiber outage | 2 min | Waiting Network | Jordan | |||
| Payment / suspension | 5 min | Waiting Approval | Unassigned | |||
| Cancellation | 20 min | Waiting Approval | Maria |
Why cases are at risk
Waiting Network
INC-1048 and INC-1039 blocking resolution
Waiting Provisioning
ONT registration failures — INC-1039
Customer repeat contact
Customers re-contacting before resolution
Unassigned
No owner assigned — immediate action required
Complex billing
Requires billing specialist review
AI Recommended Interventions
7 cases linked to INC-1048 can be managed through a single incident communication workflow.
4 payment situations have completed validation and are ready for restoration.
3 cases require assignment because no owner is currently available.
AI case notes
Linked to INC-1048. Assign and communicate ETA.
INC-1048 restoration ETA 16:30. Send update now.
Payment confirmed. Restoration approval pending.