topdesk-digital-twin-light

name	topdesk-digital-twin-light
description	Run lightweight TOPdesk service desk what-if scenario scoring from baseline KPIs and scenario assumptions for routing, SLA thresholds, operator capacity, category cleanup, AI assistance, handoff reduction, and backlog improvement decisions.

TOPdesk Digital Twin Light

Use this skill when a team needs a concrete, inspectable what-if comparison before changing TOPdesk routing, SLA focus, capacity, categories, or AI-assisted triage.

Workflow

1. Gather a baseline KPI CSV and a scenario assumptions CSV.
2. Run scripts/run_digital_twin_light.py.
3. Review scenario score, expected KPI movement, assumptions, confidence, and recommended pilot.
4. Present the result as decision support. Do not present it as a forecast guarantee.

Inputs

Baseline CSV columns:

• metric
• value

Scenario CSV columns:

• scenario
• handoff_reduction_pct
• waiting_reduction_pct
• reopen_reduction_pct
• capacity_change_pct
• ai_assist_pct
• confidence

Outputs

• digital-twin-scenarios.csv
• digital-twin-readout.md

References

• Load references/digital-twin-light.md for supported scenario interpretation.