Who closes, who reopens, where the coaching is.
Measured work, not titles. Rankings are a coaching tool — the goal is a stronger desk, not a leaderboard to fear.
Strength: Closes the hard ones — highest CSAT on the desk with the hardest queue.
Coaching: Documents fixes in shorthand only Dana can read; knowledge stays in Dana’s head.
Strength: Owns every firewall in the book; fastest network MTTR.
Coaching: Single point of failure on firewall renewals — cross-train Evan this quarter.
Strength: Highest volume after Dana; strong with the dental and CPA clients.
Coaching: Reopens cluster on rushed closes late Friday — watch the 4pm+ queue.
Strength: First-touch machine — best first-response times on the desk.
Coaching: Escalates M365 issues that tier-1 docs already cover; a runbook afternoon would cut it in half.
Strength: Carries project work and still takes overflow.
Coaching: Utilization is soft because project time isn’t tracked — the portal now measures it; nothing was wrong but nobody could prove it.
Strength: Three months in and already carrying real volume.
Coaching: Reopen + escalation rates are normal for the ramp — pair with Sofia on M365 tickets through Q3.
What the measurement changed
Priya is titled “Network & security” but resolved 61 desk tickets this quarter; Evan’s project hours were invisible until now. Rankings here use measured work, not titles.
Dana + Priya together hold the escalation queue and every firewall. Cross-training and written runbooks are cheap insurance — the portal flags exactly which knowledge is single-homed.
This is the portal Automated Edge stands up for an MSP: every system connected — PSA, RMM, M365, accounting — this report generated from the real data, and the fixes automated. Yours runs on your own brain, your own database.