Internal guides and reporting for the support organization. Anyone with the link can read these, so treat them as internal-but-not-secret.
Where to look, the two switches, Green/Yellow/Red conditions, DND rules, and the daily checklists. Switches by role: pod lead, service delivery engineer, project engineer.
pages.itpartners.com/queue-guideQueued inbound volume and wait times by hour, day and region. Answered calls only. Includes a clock switch for reading Minnesota in Central time.
pages.itpartners.com/call-report