CUSTOMER SUPPORT
Outlook FRT Breach Board (Daily Rollup)
Each morning it tallies yesterday's Outlook support threads, calculates first-response-time per thread.
How it runs
The automated pipeline, trigger to output.
- TriggerDaily morning schedule
- ActionFetch prior-day threads + reply timestamps from OutlookOutlook
- LogicCompute FRT per thread and classify met/breached
- ActionUpsert ranked breach board rows in AirtableAirtable
- OutputPost breach-rate summary to leadership Teams channelMicrosoft Teams
What it does
This workflow builds the daily scorecard for first-response performance. It looks back over the prior day's support email, measures how long each thread took to get its first human reply, marks met versus breached against your SLA target, and writes a sortable breach board leadership can open every morning.
When to use it
Reach for this when you need reporting and trend visibility rather than real-time firefighting. It answers "how did we do yesterday and which threads breached" — useful for standups, weekly reviews, and spotting recurring problem queues or customers.
How it works
- 1A morning schedule kicks off the rollup.
- 2It fetches the prior day's conversations from the Outlook support mailbox along with first inbound and first outbound timestamps.
- 3For each thread it computes FRT and compares it to the SLA target, classifying met or breached.
- 4Results are upserted into an Airtable breach board with one row per thread, ranked by minutes over target.
- 5A summary card with breach count, breach rate, and worst offenders is posted to the leadership channel.
Set it up
What you configure once, before turning it on.
- 1Connect OutlookMail, calendar, contacts.
- 2Connect AirtableBases, tables, views, automations.
- 3Connect Microsoft TeamsChannels, chats, files.
- 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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Run this workflow in your colony.
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