AMEA DPE Stream Workforce
DPE Support Operations - AMEA
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DPE Support Operations - AMEA
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| Case # | Customer | Assigned To | Priority | Status | Age (days) |
|---|
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Showing 0 cases
| Priority | Case # | Product | Status | Status Reason | Country | Assigned To | BU Esc. | D365 Date | Tier |
|---|
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May 2026
On Leave Today
Showing current PHT time · 0 on shift · 0 OOO
| Engineer | Shift | 8x8 Status | Reason | Time in Status | Compliance |
|---|---|---|---|---|---|
| Waiting for 8x8 data… | |||||
AMEA DPE Engineer
Auto-fills "Engineer Skills" when adding a case.
Check all certifications you currently hold.
Break
Work Offline
8x8 status control coming in Phase 2
Login History
| Date | Login | Shift Start | Late (min) | Status |
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No login records in this period. Your attendance will appear here after your first login.
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Squad Snapshot
| Age Bracket | Cases | % |
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| Age Bracket | Cases | % |
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| Member | Total | Product | Threat | P0 | P1 | BU Esc. |
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| Age Bracket | Cases | % |
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| Age Bracket | Cases | % |
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Cases by Region
Summary
| Country | Total | P0 | P1 | P2 | P3 | P4 | BU Esc. | % | Volume |
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| Tier | Total | P0 | P1 | P2 | P3 | P4 | BU Esc. | % | Volume |
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Engineers at or above this limit are skipped.
Skip engineers with less than this time left in shift.
How often the D365 queue is polled for new cases.
💡 Click any bar to view that engineer's cases below
| Engineer | Today | Weekly | Load | Shift | Status |
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Match by product and current shift
Compares current PHT time against shift schedules and leave calendar.
Manage users, products, certifications, and engineers
| Case # | Priority | Status | Product | Country | Assigned To | BU Esc. | D365 Date | Actions |
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| # | Name | Username | Role | PW Status | Actions |
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| # | Product Name | Actions |
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| # | Certification Name | Actions |
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| # | Name | Schedule | Product Skills | Certifications | User | Role | Actions |
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backup_data Docker volume. Automated nightly backups run at midnight and the last 7 days are retained automatically. You can also create a manual backup or restore at any time.
Creates a pg_dump backup of the PostgreSQL database and saves it to the server. Download it afterwards for an offline copy.
Loading backups...
Upload a backup file from your laptop. Supports .json (Squad Model backup) or .db (SQLite database). All file types are shown in the picker.
Integrations are configured via the server .env file. Contact your system administrator to enable.
/api/v1/
● Capturing events in memory
| Squad Name | Squad Lead | Members |
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| Company Name | Tier | Service Type | Region | Sub-Region | Country | Squad |
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Tardiness · 8x8 non-compliance · Pending cases >3 days
| # | Engineer | Squad | Shift | Late Logins | Avg Late (min) | 8x8 Violations | Pending >3d | Rating |
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| Case # | Priority | Status | Product | Country | Assigned To | BU Esc. | D365 Date | Actions |
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All engineers — product skills, schedule, squad, and live shift status.
| # | Engineer | Squad | Shift | Schedule (PHT) | Product Skills | Active Cases | Status | Action |
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AMEA DPE Stream Workforce
AMEA DPE Team · Squad Model
A workload visibility and case management tool for the AMEA DPE team. Tracks active cases, engineer availability, leave, and team skills to support efficient case distribution across squads.
Need more detail? The full documentation suite covers every feature, role, and configuration in depth.
For issues or feature requests, contact the tool owner via Microsoft Teams:
Mary Joy Ramos — AMEA DPE · Squad Model
Case resolution, priority handling, and cross-coverage KPIs
| Engineer | Total | Resolved | Active | Res. Rate | Avg Days | Aging >15d | P0+P1 | BU Esc. | Covered |
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| Engineer | Total | Resolved | Active | Res. Rate | Avg Days | Aging >15d | P0+P1 | BU Esc. | Covered |
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Engineers who logged coverage actions on cases not assigned to them — regardless of shift.
Case owners whose cases received coverage from other engineers.
No cross-coverage data yet
Coverage data appears once engineers log actions on cases not assigned to them.
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| Member | Total | Product | Threat | P0 | P1 | BU Esc. |
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| Age Bracket | Cases | % |
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| Age Bracket | Cases | % |
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| # | Member | Working Days | Schedule (PHT) | Shift Status | Open Cases | Action |
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| Engineer | Case # | Product | Priority | Status | Status Reason | Age | Last Update | Last Action By |
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Compare squad performance — workload, resolution rate, and case age.
Your Squad
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| Rank | Squad | Squad Lead | Members | Total Cases | Resolved | Res. Rate | Avg Age (d) | BU Esc. | CSAT | DSAT | On Shift |
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| Case # | Product | Priority | Owner | ✎ Worked By | Contributors | Resolved | CSAT | DSAT | ⚑ Flag |
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Tardiness · 8x8 non-compliance · Pending cases — your squad only
| # | Engineer | Squad | Shift | Late Logins | Avg Late (min) | 8x8 Violations | Pending >3d | Rating |
|---|
Assign to Me
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Auto-filled. Lowercase, letters/numbers/dots/dashes only.
Engineer Profile
Shift Schedule
Working Days
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Working Time (PHT)
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Skills / Supported Products
Per-Day Schedule Overrides
Set a different time for any day. Leave blank to use the default schedule. Enter off to mark the day as not working.
Professional Certifications
Leave Management
File Leave on Behalf
Check all products this engineer supports.
Log a call or email and route it to the correct squad.
Type to search existing companies — fields below auto-fill on match.
Type email to auto-fill company details from contacts.
A case number will be auto-generated. You can update it later once the D365 case is created.
This will be saved as the Initial Response in the coverage log automatically.