This is a role-based routing engine for RER support tickets. Upload your own data to power the dashboard with your specific patterns and predictions. Your data stays in your browser only — nothing is sent to a server.
Recommended ≤ 5,000 rows per upload for best performance
Your data stays in your browser only (localStorage)
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Upload rejected
The file is missing required columns.
Required columns 20
All 20 columns must be present, otherwise the upload is rejected with a list of which fields are missing.
Name
Subject
Category
Sub Category
Stage
Created on
Description Text
Team
Priority
Source *
Resolved Date
Onhold Date
Transfer Date
Close Date
Resolved Reason
Onhold Reason
Return Reason
Return By
Resend By
Resend Reason
Optional columns
Silently accepted if present. Used by minor display features (timeline attribution, tooltips, etc.). Files without these will still upload successfully.
Comment
Resolved By
Onhold By
Closed By
Rejected By
Cancelled By
Rejected By/ID
Cancel Reason
Listed Onhold Reason
Close Reason
Reject Reason
Tag Reason
Reminder Due Date
Rejected Date
Cancelled Date
Last Updated on
Replied Date
Column names are case-insensitive and matched fuzzily — "Sub_Category", "Sub-Category", "sub category" all work.
The engine ignores extra columns it doesn't recognize. All 20 required columns must be present to build the dashboard.
RER
Welcome back, Business Operation
REAL ESTATE REGISTRY · TICKET INTELLIGENCE ENGINE
BO
Business Operation
TICKET ROUTING
Upload tickets
XLSX · CSV · TSV — drop file or click to browse · recommend ≤ 5,000 rows
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DATE RANGE FILTER
SHOWING
All time
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DATA QUALITY
Issues detected in the uploaded data
These don't block analysis but they may affect how the dashboards read.
01 At a glance
Tickets by stage — click any card to drill in 0 stage mismatches · click to filter
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Total
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Assigned
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In progress
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On hold
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Resolved
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Closed
02 Action worklists
Engine-derived task lists ready to hand to the BO team — exportable as CSV
Routing worklist · high-confidence misroutes —
TOP-50 ENGINE-DIVERGENT TICKETS, SORTED BY CONFIDENCE × VOLUME
Each row shows a ticket where the engine recommends a different team than the current holder. Confidence is the engine's certainty in its recommendation.
Top on-hold sub-categories · drill-down —
BIGGEST ON-HOLD POCKETS BY SUB-CATEGORY × TEAM · CLICK TO INSPECT
Click any row to see all tickets in that sub-category at that team — the existing On-Hold Justification card has the team view; this surfaces the sub-category granularity.
Speed-up / expedite handling
HOW MANY TICKETS THE SPEED-UP RULE FIRED ON
Speed-up tickets are status-check / expedite requests routed to the canonical team for their category, with priority forced to Low (BRD §5.5). Uncheck to disable detection and let the base engine routing decide instead — useful for verifying the rule isn't over-matching.
Captured overrides
WHEN A TRIAGE OFFICER DISAGREES WITH THE ENGINE — LEARNING SIGNAL
When you Override an engine suggestion in the Ticket Analyzer or via the per-ticket modal, the (engine_team → picked_team, sub-category) tuple is logged here. After several similar overrides on the same pattern, you'll see a hint to update the routing rule.
03 Where it stands
Closure attribution and daily ticket flow
Current Team Distribution —
WHO CURRENTLY HOLDS EACH TICKET (TEAM FIELD)▼
Where tickets sit right now — the distribution of the current Team field across all tickets in the selected date range.
Engine Suggested Distribution —
WHERE THE ENGINE RECOMMENDS EACH TICKET▼
Compare with the actual current distribution on the left — gaps reveal misroutes or routing patterns the team isn't following.
Ticket Flow
DAILY VOLUME · CLICK ANY DAY FOR BREAKDOWN
Created
Resolved
04 Active workload
Where active tickets are sitting right now
Active Tickets · Stage × Team —
EXCLUDING CLOSEDCLICK ANY CELL TO DRILL DOWN
05 Distribution
How tickets break down by category and team workload
Categories
DISTRIBUTION—
On-Hold Justification
WHY TICKETS ARE STUCK BY TEAM
06 Engine intelligence
What the engine has learned from your data — keywords, sub-categories, and recurring issue patterns
Sub-Category · Keywords & Assignment
PER SUB-CATEGORYKEYWORDS THAT APPLY + WHO RESOLVES THEM
Each sub-category shows all keywords that distinctively apply to it (% = how often the keyword appears in its tickets) and the resolver teams that handle it (% of resolutions). Click any row to drill into the tickets.
Sub-Category · Lifecycle
PER SUB-CATEGORY% OF TICKETS THAT PASSED THROUGH EACH TEAM
For each sub-category, shows the share of tickets that touched each resolver team during their lifecycle. Excludes Agent, Back Office, Business Operation, and any branch teams (which touch nearly every ticket and add noise). Teams sorted by frequency, top 6 shown.
General Issues · Grouped by Pattern
AUTO-DETECTEDCLICK TO SEE MEMBER TICKETS
The engine groups tickets with similar text signatures and surfaces the most frequent recurring issues. Score % = how strongly each group\'s theme dominates its cluster.
All Tickets
REGISTRYFILTER · REVIEW · VALIDATE · CLOSE
ID
Subject
Description
Category
Team
Cycle / Comments
Engine Suggestion
Conf %
Priority
Stage
Stage Suggestion
Grouped
Created
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Teams & Performance
RESPONSIBLE GROUPSLOAD · RESOLUTION TIME · ACCURACY
DATE RANGE
SHOWING
All time
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Routing Engine
TEST THE ENGINEPASTE A TICKET TO SEE HOW IT ROUTES
Ticket Analyzer awaiting input
TEST THE ENGINE · PASTE A TICKET TO SEE HOW IT ROUTES