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topdesk-sla-optimizer

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UpdatedJune 1, 2026 at 15:28

Use when analyzing TOPdesk incident SLA health, target dates, backlog, overdue work, priority coverage, routing quality, operator-group workload, ageing buckets, operational risk, and service improvement actions from REST snapshots or exports.

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rweisssieker-xp

rweisssieker-xp/TopDeskSkill-Codex

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Management AnalystsBusiness and Financial Operations Occupations·SOC 13-1111

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SKILL.md

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name	topdesk-sla-optimizer
description	Use when analyzing TOPdesk incident SLA health, target dates, backlog, overdue work, priority coverage, routing quality, operator-group workload, ageing buckets, operational risk, and service improvement actions from REST snapshots or exports.

TOPdesk SLA Optimizer

Use this skill when a tenant snapshot or export should become operational SLA actions.

Workflow

Identify the incident grain and available date/status/priority/operator-group fields.
Separate missing-data risk from true SLA or backlog risk.
Bucket incidents by status, priority, operator group, target date, and ageing where fields exist.
Produce action lists: missing targets, weak routing, high-priority backlog, stale open work, and overloaded groups.
Feed the outputs into Power BI measures, operational reviews, and AI routing suggestions.

Scripts

Use scripts/analyze_sla_backlog.py against snapshots/incidents.json generated by tenant mapping.

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