HARBOR HELPDESK — FICTIONAL LEARNING CASE
Manager request: “The response chart looks better. Can you prove the new routing worked so we can extend it to every queue next Monday?”
Decision alternatives: extend routing, continue a limited pilot, or gather more evidence. No decision is preapproved.
A routing process began 8 June 2026. Chat entry visibility and the staff rota also changed around that time. Queue-level exposure and staffing records are NOT supplied.
Prepared extract: 24 unique tickets created 1–14 June 2026, general/billing, email/chat. This is deliberately constructed teaching data, not a representative random sample or a company's complete operations.
Snapshot: 22 June 2026 00:00 UTC. All recorded events are no later than that cutoff; all tickets have more than 72 hours of follow-up.
Exercise response target: first human response within four elapsed calendar hours, inclusive. This is fictional exercise policy, not an external service standard. Resolution guardrail: first recorded resolution within 72 elapsed hours.
No intervention assignment log, control group, staff hours, costs, reopen events or unique-customer identifiers is supplied. Do not claim routing causality, staff productivity, financial return or organization-wide effectiveness.
Deliver: decision brief, scope, metric contract, quality/data request plan and a defensible analysis plan. Work locally; no upload, account or payment is required.