Feb → Mar structural drop (~6pp)
SLA dropped from ~74% (Feb) to ~68% (Mar). The drop happened almost immediately from Mar 2 — not a gradual decline, pointing to an operational change at month-end.
Feb 17 — worst Feb day (67.1%)
SLA hit 67.1% on Feb 17, coinciding with DID routing instability (Feb 15–24) and a +34% volume spike that day.
🎨 Holi — Mar 4 (55.9%)
Only 379 tickets but SLA collapsed to 55.9%. Field team on holiday — tickets raised but not resolved within TAT. Seasonal outlier.
⚠ Mar 18 (today) — partial data: 35.7%
Today's figure is low because tickets opened today haven't had time to resolve yet. Not comparable to completed days — exclude from trend analysis.