🎁 JSM Advent Calendar - Day 20: Dashboards (Santa’s Cockpit)

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📊 The View from the Sleigh

We have collected data on satisfaction (Day 19). Now, we need to put all that data onto a single screen so we can fly the sleigh safely.

The Scenario:

Santa sits in the cockpit of the sleigh. He sees dials for speed, altitude, gift levels, and wind resistance. He needs one macro view to know if the mission is on track. He doesn't have time to stop and read individual letters to figure out if he is behind schedule.

The HR Reality:

HR Managers often fly blind.

• "Are we drowning in tickets compared to last week?"

• "Is the Payroll team overwhelmed while the Benefits team is quiet?"

• "Are we about to breach 10 SLAs?"

If you have to click through 50 tickets to answer these questions, you are already too late.

The JSM Solution:

Dashboards. Build a "Morning Coffee Dashboard" using JSM gadgets.

• Created vs. Resolved Chart: Are we closing tickets faster than they are coming in? (If the red line is higher than the green line, you have a problem).

• Workload by Agent: See who has 50 tickets assigned and who has 5. (Time to redistribute!).

• SLA Breaches: A red list of all tickets that are overdue.

🎁 Tip of the Day:

The Wallboard. Put this dashboard on a TV screen in the HR office. Transparency drives accountability. If the team sees the "Open Tickets" number climbing in real-time, they naturally swarm to fix it without you having to ask.

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❄️ Let’s chat: Do you have a dashboard you actually trust, or do you still have to export data to Excel just to figure out what is going on? Excel or Real-Time?