🛠️ Shipping exceptions spreadsheet

💡 Use Case

• Amara Diallo's spreadsheet, not mine. Since 4 November 2024 her team has added one row for every exception a customer complained about: date, customer, exception type, what the dispatcher expected to see, what they saw.
• It is the only place where the complaints sit next to the type of exception. The ticket system knows the customer was cross; the sheet knows why.
• After the rollback it stopped being a support record and became a specification: 📌 Rewrite the triage rules from support data took its most frequent rows and turned them into the rule set that went back on with auto-triage on 20 March.
• I open it on Mondays, read the new rows from the bottom up, and never sort it. Amara's order is the order things happened in.

⚖️ Pros & Cons

Pros

• Written by the people who took the call, in the customer's words. Nobody has tidied it.
• One row per complaint means I can count, and counting ended two arguments in 📂 Exceptions Inbox general availability.
• Amara adds a column when she needs one and tells me afterwards, which is the right way round.

Cons

• It only holds what someone bothered to complain about. Silent dispatchers are not in it.
• Free-text reasons: late, Late, delayed again and L8 are four values for one thing.
• It lives on one person's diligence. When Amara was away for a week in February there are no rows, and the gap looks like a calm week.

🔄 Alternatives

• The exported tickets, counted with Support ticket theme counter: more rows, less meaning, and every count needs checking by hand.
• Sitting on a dispatch floor for a morning, which is better than both and cannot be done weekly.