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Support Metrics Weekly Report

Example prompt: "Every Friday, pull our support ticket data from the tracking sheet, calculate average response time and resolution rate, and email the team a weekly performance report."

How to automate support metrics reporting with GloriaMundo

The Problem

Support managers need to know how the team is performing — how many tickets came in, how quickly they were answered, how many were resolved, and where the bottlenecks are. But compiling these metrics means exporting data from the ticketing system, building pivot tables or formulae in a spreadsheet, and writing up the highlights. It takes 1-2 hours every Friday afternoon, and when it gets skipped (which happens often at the end of a busy week), the team loses visibility into its own performance. Without consistent reporting, problems like rising response times or dropping resolution rates go unnoticed until they become serious.

How GloriaMundo Solves It

We build a scheduled workflow that runs every Friday. An integration step reads the week's support ticket data from your tracking Google Sheet — timestamps for when tickets were received, first responded to, and resolved, along with categories and assignees. A code step calculates the key metrics: total ticket volume, average first response time, average resolution time, resolution rate, tickets per category, and per-agent workload. It also compares these figures to the previous week to flag any significant changes. An LLM step takes the raw metrics and writes a readable report with highlights, callouts for any metrics that are trending in the wrong direction, and a brief recommendation. An integration step emails the report to the team via Gmail, and a second integration step posts a summary to Slack so everyone sees the key numbers. Glass Box preview shows you the calculated metrics and the drafted report before anything is sent.

Example Workflow Steps

  1. Trigger (scheduled): Runs every Friday at 4:00 PM.
  2. Step 1 (integration): Read this week's support ticket data from the tracking Google Sheet — ticket timestamps, categories, assignees, and resolution status.
  3. Step 2 (code): Calculate weekly metrics — total volume, average first response time, average resolution time, resolution rate, breakdown by category, per-agent stats, and week-over-week comparison.
  4. Step 3 (llm): Generate a narrative performance report with highlights, flagged concerns (e.g. rising response times or a spike in a particular category), and a brief recommendation.
  5. Step 4 (integration): Email the formatted report to the support team via Gmail.
  6. Step 5 (integration): Post a summary of the key metrics to #support on Slack.

Integrations Used

  • Google Sheets — source of ticket data including timestamps, categories, and resolution status
  • Slack — delivers a quick summary of the key metrics to the team channel
  • Gmail — sends the full detailed report to the support team

Who This Is For

Support managers and team leads who need consistent visibility into team performance without spending their Friday afternoon building spreadsheets. Especially valuable for growing support teams where tracking response times and workload distribution is critical for staffing decisions.

Time & Cost Saved

Manually compiling a weekly support report — exporting data, calculating metrics, writing the summary — takes 1-2 hours per week. Over a year, that is 50-100 hours of reporting work. This workflow delivers a thorough, consistent report every Friday without anyone lifting a finger. More importantly, it never gets skipped, so performance issues are caught early rather than after weeks of unchecked decline. The workflow uses integration, code, and LLM steps, costing a few credits per weekly run.