Tier 2 — Functional Staff
Josh
IT Operations Analyst, Service Intelligence
Phase 3 — Pending
Josh pulls KPI data from ServiceNow and structures it for the Brad report. FCR, SLA compliance, MTTR, open tickets — Josh makes sure the numbers are right before Sam writes the story.
Latest Output
Week ending June 6, 2026 · Source: afltd.service-now.com · Status: Manual (API pending)
47%
First Contact Resolution
Target: >45%
88%
SLA Compliance
Target: ≥90%
0.87d
Mean Time to Resolution
Target: <1.0 day
3.2h
First Agent Contact Time
Target: <4 hours
4.6/5
CSAT Score
Target: >4.5
73%
PC Refresh Completion
Target: 80% EoQ
⚠ Data entered manually this week. ServiceNow REST API credentials pending — automation blocked. SLA miss driven by 110-plant backlog (remediation in progress).
Agent Profile
Providers
TicketProvider (ServiceNow)
Reads from
afltd.service-now.com (REST API)
Writes to
agents/josh/output/kpis.json
