topdesk-sla-optimizer

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

1. Identify the incident grain and available date/status/priority/operator-group fields.
2. Separate missing-data risk from true SLA or backlog risk.
3. Bucket incidents by status, priority, operator group, target date, and ageing where fields exist.
4. Produce action lists: missing targets, weak routing, high-priority backlog, stale open work, and overloaded groups.
5. 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.