Operations Dashboard
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Auto-Resolve Rate
—
of total tickets
Total Tickets
—
in selected period
Avg Resolution
—
minutes (auto-resolved)
Escalations
—
requiring agent action
Ticket Volume by Day
—
Outcome Breakdown
—
Top Intent Categories
—
Channel Distribution
—
Ticket Log
Recent 100
| Reference | Processed At | Channel | User | Classified Intent | Confidence | Outcome | Resolution (min) |
|---|
Volume Trends
Daily ticket volume broken down by outcome
Daily Ticket Volume
—
Daily Breakdown
All days
| Date | Day | Total | Auto-Resolved | Escalated | Follow-up | Resolve Rate |
|---|
Resolution Times
Auto-resolved ticket processing time analysis
Average
—
minutes
Fastest
—
minutes
Slowest
—
minutes
Median
—
minutes
Avg Resolution Time by Intent Category
—
Auto-Resolved Ticket Log
—
| Reference | Processed At | Channel | User | Intent | Confidence | Resolution (min) |
|---|
Escalations
Tickets requiring agent action
Total Escalated
—
first-time escalations
Follow-up Escalated
—
users who returned
Escalation Rate
—
of all tickets
Top Escalation Intent
—
most escalated category
Escalations by Intent
—
Escalated Ticket Log
—
| Reference | Processed At | Channel | User | Intent | Escalation Reason | Outcome |
|---|
Knowledge Base
SharePoint HelpDeskKB list — pre-approved resolution content
Knowledge Base Articles
—
| Intent Category | Title | Estimated Time | Escalate to L2 | KB Article |
|---|
System Settings
Configuration and operational status
System Configuration
Read only
Azure App Registration
n8n-helpdesk-automation
Client ID: 2ce9c7bd-fcab-4246-a4ff-9a941fa2f75b
Tenant
Get2Cloud
d6e6800b-c4bb-4fe4-9957-8907d70164e0
SharePoint Site
ITHelpdeskAutomation
clearps.sharepoint.com
App Secret Expiry
April 2028
Rotate 30 days before expiry
Outlook Trigger
Graph Change Notification
Push trigger — zero polling
Teams Trigger
Schedule — 30 min polling
IT Helpdesk - Teams Trigger
AI Classification Model
Azure OpenAI GPT-5.4-mini
Confidence threshold: 0.75
Graph Subscription
Renew every 3 days
ID: 6e491e60-d220-42ab-83e7-35392d94fac4
Shared Mailbox
itsupport@get2cloud.ca
Tenant-only senders enforced
n8n Instance
Cloud
agalii.app.n8n.cloud
Escalation Routing
Phase 1
Agent Channel
Teams Webhook Active
helpdesk-agents channel
Manager Channel
Teams Webhook Active
helpdesk-manager channel
Service Desk Forward
Email — Included
Structured HTML email on every escalation
ITSM Integration
Not configured
Available as Phase 2 add-on