Stat cards
Requests
| Metric | What it shows |
|---|---|
| Open | Number of requests with status “Open” |
| Resolution rate | Percentage of requests created in the last 30 days that have been resolved |
| Avg to close | Average time from request creation to completion (excludes outliers over 14 days) |
Portfolio
| Metric | What it shows |
|---|---|
| Total MRR | Sum of MRR across all active accounts |
| MRR at risk | Sum of MRR from accounts in the Critical health tier, shown as a dollar amount and percentage of total |
| Active accounts | Total number of active, non-churned accounts |
Email Activity
Only shown if your organization has synced email data.| Metric | What it shows |
|---|---|
| Sent today | Internal emails sent during your local calendar day, with a daily average |
| This week | Internal emails sent this week (Saturday–Friday), with a weekly average |
| Avg response | Average email response time during business hours, over the last 90 days |
How “Avg response” is calculated
For each email thread we walk messages in order. When a customer message arrives, we start a “turn” and wait for the next reply from one of your email domains. That reply closes the turn and produces one data point — the wait time is measured from the first customer message in the turn, so follow-up emails from the same customer don’t multiply the count. We then average across every turn closed in the last 90 days. The wait time is counted in business hours only:- Time outside your configured business hours doesn’t add to the wait. A reply at 7pm to a 3pm email is recorded as the same wait time as one at 5pm.
- Weekends and disabled days are skipped entirely. A weekend customer email starts the clock at the beginning of the next business day.
- If your organization hasn’t configured business hours yet, we fall back to your personal timezone (Profile → Settings) and a default Mon–Fri 8:30–5:00 schedule.
Request queues
Below the stat cards the dashboard shows two queues side by side. Both are scoped to open requests (status not Done, Closed, or Completed) and refreshed automatically — the dashboard has no manual filters.Needs Discussion
Every open request flagged as Needs Discussion, sorted by backlog rank (lowest first), with severity and recency as tiebreakers. There’s no cap — all flagged requests appear here so nothing gets buried while it waits for a team review.Highest Impact
The top 5 open requests not flagged for discussion, sorted by impact score (highest first), with backlog rank and recency as tiebreakers. This is your “what should I work on next” list once the discussion items are cleared.Row contents
Each row in either queue shows:- Title and requested date
- Impact badge — color-coded (green at low, red at high) with the numeric score
- Backlog rank —
#Nfrom the current open backlog, or “Pending rank” if not yet ranked - MRR badge — total MRR from linked accounts
- Account summary — first two account names, plus a
+Noverflow count - Linked issues count — e.g. “3 linked issues”
- Updated timestamp