Ticket Engagement Quality
Engagement
20260507-77 — RITO Technologies
Healthy
confidence 0.80
Justin opened this Medium-priority battery replacement ticket on 2026-05-07 and engaged the supplier the same day, logging an email-sent note at 12:45. On 2026-05-08 he posted an internal 'Email Received' note confirming the CRO came back from the supplier. The ticket has been in 'Waiting Service Provider' for ~4.5 days, which is below the 5-day vendor-waiting threshold, and the last tech activity was only 4.56 days ago. No customer-facing communication is visible, but the vendor process is progressing normally.
Next action
Justin should post a public customer-facing note today letting the end user know the CRO has been received from Dell and outlining the expected replacement timeline.
Signals
Deterministic measurements
computed in Python, not LLM-derived
Days since last tech activity
4.6 d
Days since last tech note
4.6 d
Days since last tech time entry
—
Tech notes
2
Tech time entries
0
LISA automation notes
0
Customer notes
0
Days since last LISA note
—
Public note ratio
0.0%
Current status
Waiting Service Provider
Days in current status
4.6 d
Customer wait status active
no
Vendor wait status active
yes