CUSTOMER SUPPORT
Daily SLA and workload-balance digest from Front history to Slack
Each morning it pulls the prior day's Front SLA outcomes and per-agent volumes from Postgres, computes balance and breach metrics.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily morning schedule
- ActionQuery prior-day Front events and SLA outcomes from PostgresPostgres
- LogicCompute breaches, response time, and balance score
- OutputPost SLA and balance digest to SlackSlack
- ActionWrite daily rollup back to Postgres for trendsPostgres
What it does
Once a day this workflow summarizes how the shared inbox performed: conversations handled per agent, SLA breaches, average first-response time, and how evenly load was distributed (a balance score). It reads from a Postgres store of Front events and delivers a clean digest to a Slack channel so the lead starts the day with the full picture.
When to use it
Use it when you want a recurring management view of SLA health and fairness rather than per-ticket alerts, ideal for standups and weekly staffing decisions.
How it works
- 1A daily scheduled trigger runs each morning before standup.
- 2The flow queries Postgres for the prior day's Front conversation events, assignments, and SLA outcomes.
- 3A metrics step computes breaches, average first-response time, per-agent volume, and a workload-balance score.
- 4A formatting step builds a concise digest with the top imbalances and any repeat breachers.
- 5Slack posts the digest to the support leadership channel.
- 6The computed daily rollup is written back to Postgres for trend tracking.
Set it up
What you configure once, before turning it on.
- 1Connect FrontShared inbox, conversations.
- 2Connect PostgresAny Postgres URL — query, write, migrate.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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