Tracer provides each person on the support team with a “dashboard’ that displays all work tasks assigned to them. Tasks are identified by work event type and are highlighted with a colored indicator that indicates the “performance status” (green, yellow, red) of that task. The performance status is linked to a specific service metric for that work event type that was defined within the Service Level Agreement.
Green – within service guidelines
Yellow – within X hours/days of missing service metric
Red – the service metric has been missed
In this way every team member can easily identify any task that is getting close to or has missed a service metric guideline. This is also an invaluable aid to the Team Leader in escalating a performance issue or changing work priorities.