Support Operations Dashboard

Reference frontend implementation for monitoring a live support queue and deciding what needs attention next.

The dashboard groups operational signals into three levels — act now, watch, and context on demand — so SLA risk, queue pressure, and AI-to-human handoffs remain visible without giving every metric the same priority.

Status: frontend reference implementation. It uses deterministic sample data and is not connected to a production ticketing system. Values shown in the interface demonstrate behavior and layout; they are not production results.

What it demonstrates

• A five-second operational overview for support leads.
• A queue view that surfaces SLA risk and long human wait times.
• AI-to-human handoff monitoring by support area.
• Drill-down from an operational signal to the conversations behind it.
• Explicit empty, loading, error, and peak-volume states.
• Reusable metric and dense-table components.

Implemented views

1. Overview — separates immediate action from watch items and background context.
2. Queue under pressure — highlights conversations approaching or exceeding SLA.
3. AI-to-human handoff — shows where automation resolves work and where people take over.
4. Drill-down — connects a headline signal to the affected conversations.
5. Peak state — reuses the same hierarchy under elevated volume.

Stack

• Next.js 16 with App Router
• React 19
• JavaScript and CSS custom properties
• GSAP for progressive reveal and text motion

Run locally

npm ci
npm run dev

Open http://localhost:3000.

Quality checks

npm run lint
npm run build
npm audit

Project boundaries

This repository focuses on the operational frontend and its runtime states. It does not currently include authentication, persistence, a ticketing API, WebSocket updates, or production telemetry. Those boundaries are documented so sample behavior is never presented as a production outcome.

The next implementation step is an adapter layer for a ticketing platform, followed by contract tests for queue events, stale-data handling, and role-based access.

Repository structure

support-operations-dashboard/
├── docs/
│   ├── implementation-brief.md
│   └── technical-spec.md
├── design-system/
│   ├── styles.css
│   └── tokens/
├── src/
│   ├── app/
│   └── components/
│       ├── ds/
│       ├── product/
│       └── site/
├── package.json
└── next.config.mjs

See docs/implementation-brief.md for the operational scope and docs/technical-spec.md for implementation details.