Currently, we are unable to identify the IDs of the tickets/conversations that are causing the biggest deviations in the TMR. It would be important to have this visibility for internal auditing purposes and identifying opportunities for improvement.

Ideally, this information should be linked to the conversations or available in a table.

For example: when selecting the period (day/week) in “Service time”, the dashboard could now display, just below, a table with the main offenders.