Service Delivery Quality & SLA Governance

Vertex Enterprise Services • 30-Day Rolling Window • 280 Agents • 340 Accounts

Revenue at Risk
$347K
+$89K vs. prior 30d
P1 T2FR Rate
94.2%
↓ 2.8% vs goal
P50 Aging (hrs)
18.4
↓ 3.1h vs prior
First Contact Res.
71.8%
↓ 1.2%
Reopen Rate
8.3%
↑ 1.9%
Avg CES Score
3.2
↓ 0.4 (lower is better)
Breach Prob. Cases
142
↑ 38 cases

Case Aging Distribution by Contract Tier (Hours to Resolution, Current Active Cases)

Handle Time CV by Agent Cohort

First Contact Resolution by Category

Real-Time Breach Probability Score Distribution (Active Cases by Risk Bucket)

Caseload Distribution by Contract Tier

Escalation Conversion Rate by Tier

Breach Penalty Accrual Rate ($ per Day Rolling, 30-Day Window)

Customer Effort Score by Tier

Reopen Rate by Case Type and Agent Cohort

Case Type 0-6 Months 6-18 Months 18-36 Months 36+ Months Overall Status
Cloud Infrastructure 12.4% 9.1% 6.8% 5.2% 8.1% Elevated
Security & Compliance 8.7% 7.2% 5.9% 4.1% 6.4% On Track
Network Operations 15.8% 11.3% 8.6% 6.9% 10.2% Critical
Database Management 7.1% 5.8% 4.3% 3.6% 5.1% On Track
Backup & Recovery 9.3% 7.7% 6.2% 4.8% 6.9% Elevated
Identity & Access Mgmt 11.2% 8.9% 7.1% 5.5% 8.0% Elevated
Platform Monitoring 6.4% 5.1% 4.2% 3.3% 4.7% On Track
Weighted Average 10.1% 7.9% 6.2% 4.8% 7.3%