Assignment matrix — who owns what
Every zone × service resolves to one named worker. Change a dropdown and every live and future request re-routes instantly.
Escalation chain
Applied to every request. Each unresolved SLA step moves ownership up — and tells the guest.
SLA per category (seconds — demo timing)
Production uses minutes; seconds keep the demo lively. Changes apply to new requests immediately.
Resolution time by category
Average seconds to resolve, resolved requests only.
Worker ranking
Reports regenerate live. In production: auto-emailed weekly (Mon 07:00) to the GM & department heads, monthly board pack with trends and hotspot flags.