— is the biggest driver, behind — of — logged cases. — cases have already surfaced as public reviews or social posts.
This file holds no data. In Google Sheets, open each tab and use File → Download → Comma-separated values (.csv), then drop the files here. Escalations is required; Focus areas and Product-app critical fixes fill the fixes section. Files are read in your browser and go nowhere else.
The numbers (no names, emails or phones) are kept in this browser, so a refresh keeps them. Another browser or person starts empty.
Cases by underlying category. Switch the source (email, Google review, social and more) to see where each cause comes from; click a bar to filter the case log below.
Email cases for Oct 5–8 were still being filled in when the sheet was built, so those days may read low.
On Slack, cases logged per day average — on weekdays, — on ordinary weekends and — over the Oct 2–4 long weekend (Gandhi Jayanti).
Focus areas in priority order, each with the process change and the product change that would remove it. From the sheet’s Focus areas tab.
| # | Focus area | Why | Process fix | Product fix |
|---|
Critical items first. Customer names aren’t loaded.
| # | Severity | Destination | What happened | Status |
|---|
First destination named on each case. “Destination not recorded” means the sheet has none for the case, often because no trail was mapped to it, so a high count here is a tracking gap rather than a place.
| Destination | Cases | Public | Most common cause |
|---|
Newest first. Customer names, emails and phone numbers aren’t loaded; search by trail ID, destination or wording.
| Date | Source | Destination | Trail ID | Underlying category | Main concern | Status / team response | Public |
|---|
A case is one row on the sheet’s Escalations tab. Public means the row is marked as surfaced as a public review or social post. Cause not stated means the underlying category is still “Cause not stated (RCA pending)”. No visible reply means the status column says a reply isn’t visible. The largest cause skips pending and unknown categories. Source groups the sheet’s Channel column into email, Google review, other review, social, customer direct (calls and messages) and other. Days are when a case was logged on the sheet, not when the issue happened. The fixes sections read the sheet’s Focus areas and Product-app critical fixes tabs. If a tab’s columns are renamed, that section shows as failed to load.