When The Average Hides The Ticket Tail
Select a distribution chart over a KPI average when tail risk is the decision.
Support queue review, five minutes before the director arrives. Maya needs one visual for the support director. The risk is not the typical ticket. The risk is whether a small old tail is breaching the SLA. What should she put first? Show a ticket-age histogram with the SLA threshold marked and the over-threshold bars highlighted. Right. The question is distribution and tail risk. Position and bar length make the old-ticket tail visible, while one accent color spends attention only on the breach. Show one large average-age KPI tile so the director sees the summary instantly. Fast, but weak for this…
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