FOR SUPPORT & CS LEADS
Know every shift's story before the morning call.
Shift leads reply to a three-minute check-in; you get ticket volumes, escalations and critical issues compiled across every shift, with resolution rates and average times tracked week over week.
The numbers that matter
“88% resolved, 1.6 hours average.”
That's the shape of an Efforti escalation readout: a rate and a time, per week, per team, with the misses named and owned. When a client asks what happened, the answer is a record, not a reconstruction. Recurring themes (one vendor, one dependency, one client) surface across projects automatically.
Blockers (6 themes, 0 on you / 6 external · process):
- Asha Nair: Crestline UAT sign-off waiting on client External · ~2d
- Rohan Mehta: staging access for the new QA pair Process · ~5h
- Meera Pillai: Atlas demo environment blocked on data refresh Backend · ~1d
This week so far:
- Daily standup: 34/38 (89%) replied. Sprint on track, two rocks at risk.
- Weekly outcome & score: 51/54 (94%), say/do ratio at 85%.
- Escalations update: 88% resolved, 1.6h average time.
Silences: 1
- Dev Kapoor: second quiet day. Open items attached; nudge drafted. Send?
Sara D'Souza → Design daily (fired 2:00 PM, replied 2:55 PM): handoff files shipped.
Coverage, guaranteed
No shift goes quiet without you knowing by 9 AM.
A shift lead who doesn't reply is flagged the same morning with open items attached. Client-facing blockers carry their age in hours, not in apologies. And because check-ins are conversations, the agent probes the vague “all fine” answer before it reaches you.
- Per-shift updates compiled into one briefing
- Escalation resolution rate and average time, tracked
- Same-day flags for missed shifts and silent leads
Every shift, one briefing.
Point an agent at your shift leads today; the first compiled readout arrives tomorrow morning.