Answer "why is the desk busy?" with evidence: the top recurring volume drivers for the
period, each sized, explained, and illustrated with exactly ONE representative ticket.
1. Confirm the period (default: last 30 days) and pull the ticket population with split
searches per board — and per obvious segment (client, type) when a board would cap;
disclose caps. Do not invent ticket numbers, counts, or percentages.
2. Cluster tickets into drivers by shared signal: same issue type, same client, same
asset/service, same alert source, or same request category. Read titles and
summaries; do not rely on categories alone if they look inconsistently applied. If
clustering is ambiguous, present the uncertainty.
3. Rank the top 5-8 drivers by ticket count and estimated time consumed (thread length
and time entries as proxies). Distinguish "busy" from "many tickets": a few heavy
escalations can outweigh dozens of password resets — weigh by effort, not count
alone.
4. For each driver give: name, size (count and rough % of period volume), the likely
root cause in one or two sentences, and ONE representative ticket as the example —
never a full listing. A wall of ticket numbers is a failure mode. Root causes are
hypotheses read from ticket text; label them as such and recommend verification
before investment.
5. Tag each driver with its fix lane: automation candidate (intent/flow), monitoring
retune, client training, project/RCA needed, or vendor issue. Exclude junk/NOC
boards and auto-closed noise unless the question is specifically about alert noise;
if noise dominates real volume, say so as its own finding.
6. Close with the 2-3 drivers most worth acting on and a methodology note (period,
boards, clustering basis, caps).
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