Reporting work
Breach and backlog investigation
A one-off look at a quarter that went badly: where the clock stopped, which queues held the backlog, and what the extract can and cannot prove.
Who it is for
Managers who have been asked to explain a spike in breaches to a board, a client, or an internal audit.
What you receive
A narrative of what the extract supports, with charts, and a list of questions that need people, not files, to answer.
Scope
One desk, one named period (usually four to thirteen weeks), one incident or one SLA family.
Included
- Reconciliation of ticket counts against the extract totals you already quote internally
- Charts of open age, breach timing, and reopened work if the fields exist
- A covering note written for a reader who was not on the desk that month
Not included
- Legal defence or expert-witness work
- Interviews with every agent
- Reconstructing tickets that were deleted and are not in the extract
Who prepares it
Workspacebeamcore.
How the work runs
- You send the extract and any already-circulated figures so we can see the discrepancy.
- We list gaps before we draw conclusions.
- You receive the investigation note and a short call to walk through it.
Time
Ten working days from a usable extract, sooner if the period is a single week.
Where
PDF. Briefing optional.
What you prepare
Keep the original extract file. Do not filter it down to ‘problem tickets’ only; we need the whole period.
Limits we will not hide
If clocks were paused by hand without a reason code, the pack will say so rather than invent a cause.
Fees
From £1,450 excluding VAT. Urgent seven-day turnaround, where we have capacity, from £1,950.
Next step
Describe the period and who will read the note, then send the extract after we confirm we can take it.