# 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.

- Skill: `rweisssieker-xp/topdesk-sla-optimizer` (Agent Skill, multi-file: 2 files)
- Install (CLI): `npx skillmds@latest add rweisssieker-xp/topdesk-sla-optimizer`
- Raw SKILL.md: https://api.skillmd.com/api/skills/rweisssieker-xp/topdesk-sla-optimizer/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Product & Planning
- Author: rweisssieker-xp (https://skillmd.com/u/rweisssieker-xp)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/rweisssieker-xp/topdesk-sla-optimizer

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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.