SLA breach alerts

Live Customer Support Correlation key: ticket_id · 98.6%

Live Automated since Feb 2026 — 2.2 h/week reclaimed across everyone who runs it, 51 h to date. 0 h/week of hands-on work is left, and that is the figure quoted everywhere on this page.

Case footprint: median 24m 18s elapsed, 3m 17s of it hands-on, across 1 work session and 0.1 calendar days. 0 of the 7 happy-path waits exceed the 150 s idle-gap threshold, but a gap only ends a work session when it outlasts one (59 min, the fleet's mean). None here do: the case is put down and picked up inside the same sitting, while the person works other cases.

Cases: 240
Activities: 9
Variants: 34
Median throughput: 24m 18s
p95 throughput: 2.8 h
Working time / Waiting time: 3m 17s / 21m 01s
Rework: 11%
Fitness: 0.92
Precision: 0.8

No filters — showing every case

240 of 240 cases (100%)

Directly-follows map

Discovered from the event log. The editable automation design is the last tab.

showing 9 of 9 activities · 100% of activity instances covered

Geometry is computed at build time, so nothing reflows when you filter. 20 of 60 directly-follows relations sit below the 0.20 noise threshold and are hidden; together they carry 1.2% of transitions.

Node fill 0–20%20–40%40–60%60–80%80–100% Happy path Loop back Self-loop

Five discrete steps. Edge thickness is a square-root scale on frequency, so the busiest edge is 8 px and the quietest 1 px.

Variant explorer

One row per distinct end-to-end activity sequence, ranked by case count. Row 1 is the happy path and every other row is column-aligned to it, so deviations read as vertical discontinuities.

Top 12 variants cover 88.9% of cases.

Select exactly two variants to compare.

#	Variant	Sequence	Cases	% of cases	Cumulative	Median	p95	Steps	Δ vs happy path	Conformance	Compare
1	V-01 Happy path	PQSKAOAKOQPC	90	37.5%	37.5%	18m 41s	71m 56s	6	—	Conforming	Compare V-01
2	V-02	SKPQ^×2SKAOAK^×3OQPC	25	10.4%	47.9%	33m 01s	3.4 h	10	+4 · 14m 20s	Conforming	Compare V-02
3	V-03	PQRKSKAO^×2AKAOOQPC	21	8.8%	56.7%	23m 09s	2.9 h	8	+2 · 4m 28s	Deviating	Compare V-03
4	V-04	PQ^×3SKAOAKOQ^×3RSPC	17	7.1%	63.8%	38m 34s	3.9 h	11	+5 · 19m 53s	Deviating	Compare V-04
5	V-05	PQSKRSAOAKOQPC	14	5.8%	69.6%	20m 47s	1.7 h	7	+1 · 2m 06s	Deviating	Compare V-05
6	V-06	RSPQSKAOAKRKOQPC	11	4.6%	74.2%	22m 27s	1.7 h	7	+1 · 3m 46s	Deviating	Compare V-06
7	V-07	PQRKSKRSAOAKOQPC	9	3.8%	78%	28m 45s	3.8 h	8	+2 · 10m 04s	Deviating	Compare V-07
8	V-08	PQSKAORSAKOQRSPC	8	3.3%	81.3%	18m 58s	2.4 h	7	+1 · 17s	Deviating	Compare V-08
9	V-09	PQSKAOAKOQPC	6	2.5%	83.8%	19m 01s	70m 43s	5	-1 · 20s	Deviating	Compare V-09
10	V-10	PQRKSKAOAKOQPC	5	2.1%	85.9%	24m 20s	3.2 h	7	+1 · 5m 39s	Deviating	Compare V-10
11	V-11	PQSKAOAKOQRSPC	4	1.7%	87.6%	19m 20s	76m 27s	7	+1 · 39s	Deviating	Compare V-11
12	V-12	PQRSSKAOAKOQPC	3	1.3%	88.9%	15m 40s	1.6 h	6	—	Deviating	Compare V-12
—	Other variants (10) · 4.2% of cases	Activity sequence —	10	4.2%	100%	—	—	—	—	—

18 variants (52.9% of all variants) occur exactly once, together 7.5% of cases.

Variant distribution

Rank on a log scale against cases on a log scale, with cumulative coverage on the right axis.

Cases (log scale) Cumulative coverage (%) Variant rank (log scale) 8 variants cover 80% of cases

Variant comparison

Two variants on the same alignment columns. Colour says which side; hatching repeats it, so the diff survives greyscale.

Variant A

Variant B

A · V-01

Merged activity set

B · V-02

Merged activity set

Every alignment column, coloured by which side uses it.

In both Only in A Only in B In neither

List of changes

Side by side
Side by side	A	B	Δ

Attributes associated with each branch

These are associations measured on the log, not causes. Every rule prints the number of cases it was measured on.

Ticket priority `ticket_priority`

227 of 240 cases · 5.3% missing

P177 · 32.1%
P262 · 25.8%
P349 · 20.4%
P439 · 16.3%

Rule statements

Ranked by lift × support. Each rule is a sentence you can read aloud.

When sla_tier = Gold → the case takes “Re-check the SLA clock” in 67.7% of cases (baseline 20.8%, lift 3.25×, n = 117).
67.7% confidence 20.8% baseline 3.25× lift n = 117
When reopened = true → the case takes “Resolve the ticket” in 58.7% of cases (baseline 30.4%, lift 1.93×, n = 146).
58.7% confidence 30.4% baseline 1.93× lift n = 146
When ticket_priority = P1 AND reopened = true → the case takes “Resolve the ticket” in 86.2% of cases (baseline 30.4%, lift 2.84×, n = 47).
86.2% confidence 30.4% baseline 2.84× lift n = 47
When ticket_intent = Bug report AND device_class = Windows 10 → the case takes “Escalate an unacknowledged alert” in 8.3% of cases (baseline 2.1%, lift 3.95×, n = 12).
8.3% confidence 2.1% baseline 3.95× lift n = 12

Decision point

Pick an exclusive choice in the map to see its branch shares and the attributes that discriminate between them.

Decision point

Branch

Post a handoff note31 · 38.8%
Alert the owner23 · 28.7%
Poll the queue11 · 13.8%
Acknowledge the alert8 · 10%
Scan for SLA risk6 · 7.5%
Open the ticket queue3 · 3.8%
Escalate an unacknowledged alert3 · 3.8%
End3 · 3.8%

Pick an exclusive choice in the map to see its branch shares and the attributes that discriminate between them.

Conformance against the reference model

Reference model v3, 1 Jul 2026

Fitness0.92

Precision0.8

Fitness and precision trade off; we report both rather than a single model-quality score.

Conforming cases — 117 (48.8%) Non-conforming — 123 (51.2%)

Deviations by type

A deviation is not necessarily an error — it is behaviour the reference model does not allow.

					Breaks conformance
Activity retry	90	37.5%	87s	2.2 h	—
Invalid activity	107	44.6%	47s	83m 49s	Breaks conformance
Loop back	29	12.1%	2m 04s	59m 56s	—
Skip	57	23.8%	44s	41m 48s	Breaks conformance
Exclusive-choice violation	22	9.2%	87s	31m 54s	Breaks conformance
Invalid start/end	12	5%	0s	0s	Breaks conformance

Conforming cases over the window

Conforming cases (%) · 16 Jun – 13 Jul 2026

Conforming cases (%)16 Jun – 13 Jul 2026

Rework and loops

Self-loops and loop-backs, with loop inflow, outflow and net gain.

Activity	Kind	Self-loops	Cases affected	Mean repeats	Loop in	Loop out	Net gain	Total waiting
Scan for SLA risk	Loop back	0	40	2×	40	41	-1	2.1 h
Post a handoff note	Loop back	0	31	2×	31	24	+7	4.4 h
Poll the queue	Loop back	0	26	2×	26	25	+1	3.1 h
Acknowledge the alert	Self-loop	50	25	3×	50	51	-1	40m 08s
Alert the owner	Loop back	0	23	2×	23	19	+4	70m 20s
Alert the owner	Self-loop	42	21	3×	42	35	+7	25m 09s
Poll the queue	Self-loop	38	20	2.9×	38	36	+2	30m 15s
Open the ticket queue	Self-loop	36	18	3×	36	32	+4	21m 40s

Rework cost €180–270 · 26 cases · 9 h Costed at the €25/h loaded rate used everywhere in this dashboard.

Cases

Showing 16 of a 40-case sample drawn from 240 cases, across the 24 variants listed on the Variants tab. The totals above are exact; this table is sampled.

Variant				Roles	Departments		Conformance
V-01	2026-07-10 13:28:53	18m 51s	6	Support Agent	support	0	Conforming
V-03	2026-07-10 12:19:57	43m 34s	8	Support Agent	support	2	Deviating
V-10	2026-07-10 11:01:02	43m 44s	7	Support LeadSupport Agent	support	0	Deviating
V-04	2026-07-10 09:54:26	1.6 h	11	Support Agent	support	4	Deviating
V-04	2026-07-10 08:59:55	81m 40s	11	Support AgentSupport Lead	support	4	Deviating
V-11	2026-07-10 08:36:31	49m 30s	7	Support AgentSupport Lead	support	0	Deviating
V-01	2026-07-09 15:42:04	63m 39s	6	Support AgentSupport Lead	support	0	Conforming
V-01	2026-07-09 13:23:39	59m 31s	6	Support Lead	support	0	Conforming
V-09	2026-07-07 13:54:09	22m 14s	5	Support LeadSupport Agent	support	0	Deviating
V-08	2026-07-07 10:14:09	79m 45s	7	Support LeadSupport Agent	support	1	Deviating
V-02	2026-07-06 16:58:11	9m 32s	10	Support Agent	support	4	Conforming
V-03	2026-07-06 11:27:58	37m 37s	8	Support LeadSupport Agent	support	2	Deviating
V-16	2026-07-04 10:42:04	26m 30s	8	Support Lead	support	0	Deviating
V-19	2026-07-03 10:05:31	14m 06s	7	Support Lead	support	1	Conforming
V-01	2026-07-02 11:05:19	27m 35s	6	Support Lead	support	0	Conforming
V-01	2026-07-02 09:38:22	15m 47s	6	Support AgentSupport Lead	support	0	Conforming

16 of 40

Live 95% confidence

Automation design

The Map tab is what the event log shows. This is the automation you are designing from it.

ZendeskTeamsChrome

2.2h reclaimed / week across everyone who runs it

Case V-01 Conforming

—

· Process: SLA breach alerts · Correlation key ticket_id

Total duration

Working Waiting Steps · Rework

Field	Value
`ticket_id`	TCK-2026-75465
`queue`	Tier 1
`priority`	P2
`requester_ref`	cust_2630
`contact_email`	•••••••@•••••.••• · masked at capture (Email address masked at capture)

Field	Value
`ticket_id`	TCK-2026-12432
`queue`	Tier 2
`priority`	P3
`requester_ref`	cust_3434
`contact_email`	•••••••@•••••.••• · masked at capture (Email address masked at capture)

Field	Value
`ticket_id`	TCK-2026-56793
`queue`	Billing
`priority`	P2
`requester_ref`	cust_4929
`contact_email`	•••••••@•••••.••• · masked at capture (Email address masked at capture)