The Support Ops Scorecard

Description

Most support dashboards are just labeled boxes someone updates by hand once a week, if that. This one isn’t. The Support Ops Scorecard is a live spreadsheet where every number — response time, resolution time, CSAT, SLA compliance, ticket volume — is a formula that recalculates the moment you add a ticket.

How it works:

• Set your response and resolution targets by severity tier on one tab
• Log tickets on another — eight columns to fill in, seven more that calculate themselves
• Watch the dashboard update automatically: six live KPI cards, a monthly trend chart, an SLA-compliance-by-tier breakdown, and a resolution SLA trend line

What’s included:

• A ready-to-use .xlsx workbook, pre-loaded with 52 rows of realistic sample data so you can see it working before you add your own
• Dropdown validation, conditional formatting, and two built-in charts — no setup required
• A full written user guide (.pdf) covering every tab, every column, and every formula, plus a troubleshooting FAQ
• Default SLA targets aligned with the severity tiers in The Escalation Framework, so the two work together out of the box

Who it’s for: Support and ops teams who are done eyeballing ticket volume in a helpdesk tool and want an actual measurement layer — without building one from scratch or paying for BI software.

Delivered as one .xlsx workbook + one .pdf user guide.