One row per customer case (SharePoint Customer Case Log). Open = no Date Completed. Within SLA = closed within the target days below, or still open but not yet past it; a case is scored only in the month it was created (calendar YTD). Days is days-to-close for closed cases, days-open for open ones. Blocked = Customer means we're waiting on the customer's next action. The card counts open cases all-time; the SLA % is YTD-created.
| Case | Created | Priority | State | Blocked On | Closed | Days | SLA | Aging | Month |
|---|---|---|---|---|---|---|---|---|---|
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