Twelve months of tier-2 support ticket volume and mean resolution time behind Kenji’s Wednesday-mid-morning chart-family rebuild in Chapter 4 of The Defensible Decision. Nine months pre-automation, three months post-automation, one Big Idea about divergence.
Files
Documentation opens as formatted text in the browser. Data files download directly.
Text
README.txt
3.7 KB
Text
SCHEMA.txt
1.7 KB
CSV
kenji-ticket-tiers.csv
390 B
JSON
kenji-ticket-tiers.json
3.4 KB
Start with README.txt for purpose and limitations, then use SCHEMA.txt for field definitions.