Ticket Engagement Quality
Engagement
20261013-29 — CTA Insurance Brokers
Healthy
confidence 0.90
Justin last engaged this ticket 0.85 days ago (2026-10-21 morning) when he sent an internal email to Tony confirming receipt of the PST download request. The ticket is 8 calendar days old and currently marked 'In Progress' with no waiting conditions. However, all communication so far is internal — the customer account has not received a public status update or timeline confirmation since the ticket was opened.
Next action
Justin should post a public reply to the customer today confirming the archive PST download is in progress and providing an expected delivery date.
Signals
Deterministic measurements
computed in Python, not LLM-derived
Days since last tech activity
20.4 h
Days since last tech note
20.4 h
Days since last tech time entry
—
Tech notes
1
Tech time entries
0
LISA automation notes
0
Customer notes
0
Days since last LISA note
—
Public note ratio
0.0%
Current status
In Progress
Days in current status
20.2 h
Customer wait status active
no
Vendor wait status active
no