Topdesk Sla Optimizer

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.

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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.

rweisssieker-xp/topdeskskill-codex/tree/main/skills/topdesk-sla-optimizer commit adb2449af4

Frequently asked questions

npx skillmds@latest add rweisssieker-xp/topdesk-sla-optimizer