Summary
Established a validated methodology for measuring email inflow, outflow, open/closed status, ownership, queue movement, exclusions, duplicates, reopened items, time windows, and case types. The methodology replaced unreliable reporting and improved demand visibility, forecasting confidence, workforce planning, and leadership understanding of service performance.
Problem
Existing email demand reporting was not reliable enough for forecasting, workforce planning, or confident leadership interpretation.
My Role
Led discovery, definition design, validation, documentation, stakeholder explanation, and ongoing methodology maintenance.
Approach and Methodology
- Defined inflow, outflow, open and closed status, ownership, queue movement, exclusions, duplicates, reopened items, time windows, and case-type logic.
- Validated results against source behaviour and known operational scenarios.
- Documented business rules so reporting users could understand what each measure did and did not represent.
- Created repeatable reporting logic for ongoing leadership and workforce use.
Methodology Snapshot
Email Demand Metric Framework
This is a methodology/process visual. It is de-identified and does not contain operational data.
- 01 Inflow
- 02 Ownership
- 03 Queue movement
- 04 Exclusions
- 05 Open/closed status
- 06 Outflow
Governance and Controls
- Metric definition framework
- Exclusion and duplicate rules
- Reopened item handling
- Queue movement logic
- Validation scenarios
- Methodology documentation
Tools and Data
- Salesforce/PACE
- SAS EG
- SAS VA
- SQL
- Power Query
Outcomes
- Replaced unreliable reporting with a validated repeatable methodology.
- Improved demand visibility and forecasting confidence.
- Supported workforce planning and leadership understanding of service performance.
- Created a clearer basis for interpreting inflow, outflow, ownership, and backlog movement.
What this demonstrates
- Ability to convert messy operational behaviour into reliable measures.
- Defensible metric design for demand and performance reporting.
- Clear stakeholder explanation of complex reporting logic.