Start every workday with a support health digest in Slack

Every weekday at 8am, post a support health digest to our team's Slack channel so everyone starts the day knowing where things stand. Run Monday through Friday only, and use yesterday as the reporting window.

First, pull yesterday's key numbers from Dixa. Use the Metrics Catalogue operation to confirm the available metric IDs, then use Get Metric Records Data to fetch yesterday's figures for conversation volume, customer satisfaction (CSAT), response time, and resolution time. Where possible, also fetch the same metrics for a recent baseline (for example the trailing few weeks of the same weekday) so you have something to compare against.

Next, check the current backlog. Use List queues to enumerate our queues, then use Get queue availability for each queue to see how loaded things are right now. Note any queue that looks unusually backed up.

Then surface conversations that need attention today. Use Search conversations with filters to find still-open or aging conversations, for example ones that have been open longer than usual or are still waiting on a first reply. Pull out the handful that most need eyes today rather than listing everything.

Now write the digest. Keep it short and in plain language. Lead with a one-line read on how yesterday went, then call out what changed versus a typical day (volume up or down, a CSAT dip, slower responses, a queue that is backing up) and what the team should prioritize today. Do not dump raw numbers or restate every metric; only cite a figure when it makes a point. Aim for something a manager can skim in under a minute.

Finally, send the digest to our team channel using Slack's Send a Message operation. Format it for Slack with a clear headline and a few short sections or bullets so it reads well in the channel.

Keep the send time, the Slack channel, and which metrics appear easy to adjust so we can tune them over time.