Support Queue Monitor

We have a Support II triage system where generally all the issues being sent to level 2 support go into a big (metaphorical) support 2 bucket and then the peeps on support 2 that week look at the issues and either assign them to themselves to resolve or reassign them to someone else (another support 2 person, or level 3 support).

Our issue tracking system is 'not very good'.  That is a direct quote from me when I was using non-cuss-words. To see what issues were sitting in our metaphorical level 2 support bucket you had to load up the issue system, click on a menu, select an item, wait a bit, scroll down, click the next page arrow, expand a thing and ta-da, there they were.  Visibility on what issues were there was lacking. The goal is to keep as few issues in the bucket as possible, they should all be assigned to someone to work on as soon as possible but it was always a bit of a challenge for people to know what was in there.

So I made an auto-refresh dash-board type page.

 

It refreshes every minute and indicates how many issues are there that need to be assigned out.  At the bottom is a list of issues, which link off to the incident tracking system so the issue can be reassigned.  The colour changes depending on how bad the situation is, typically we never get over 5 issues in the queue, we've never seen the red page yet! Go team!

This is an MVC application with a tiny bit of javascript on the front end.  It reads the data out of the issue tracking system from a custom view created on the db.

There is a cat hanging out at the top left of the page, when you hover over the cat it will slide out and give you a link to click on:

This takes you to a statistics page.  You get basic information around how many incidents have been assigned to Support 2 over the last week and what the current status of those incidents is:

Obviously, green/happy cat is best because that mean the incident has been resolved. Blue/ambivalent cat is ok but not ideal; this means the incident has been allocated to someone but it's still open.  You want to avoid red/wet cat which means the incident is sitting there waiting to be assigned to someone - it won't get fixed if no one is looking at it! It's depressing to see a lot of wet cats around.

If you mouse over an incident in the graph you'll get some pretty basic details:

There is a second tab which shows a list of peeps with the count of issues currently assigned to them; clicking on a person will give you a basic break down of issues they have:

And that's enough writing for one day.