Automated Forethought Deflection Scorecard
Every Monday, WebRun opens Forethought, reviews the past week's ticket deflection and resolution rates, checks Google Calendar for who was on support coverage that week, and posts a scorecard to Microsoft Teams so the team sees the numbers alongside who was on duty.
How do I track Forethought's weekly ticket deflection rate?
WebRun reviews Forethought's ticket deflection and resolution stats every Monday for the week before, then checks Google Calendar for who was on support coverage that week. It posts a scorecard to Microsoft Teams with both, so your team can tell whether a change in the numbers lines up with a coverage gap.
- Deflection numbers get reported every Monday without manual pulling
- Coverage gaps are easier to spot next to the week's stats
- Sharp changes in resolution time get flagged the same week
Built for customer support teams · support operations · CX leaders · helpdesk managers
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
forethought.aiin a real browser with your saved login - no setup, no API keys. -
1
Forethought - review weekly deflection stats
forethought.ai
WebRun opens Forethought to review weekly deflection stats. - Open Forethought and check the past week's ticket volume
- Note the deflection rate and average resolution time
- Flag any sharp change from the week before
Done when The week's deflection and resolution stats have been reviewed.
-
2
Google Calendar - check who was on coverage
calendar.google.com
WebRun opens Google Calendar to check who was on coverage. - Open the support coverage calendar for the past week
- Note who was on duty each day
- Match any unusual stat to a coverage gap if one exists
Done when Coverage for the week has been checked against the stats.
-
3
Microsoft Teams - post the scorecard
microsoft.com
WebRun opens Microsoft Teams to post the scorecard. - Post the scorecard to the support channel with deflection and resolution numbers
- Note who was on coverage alongside the numbers
- Keep the post internal to your support team
Done when The team has this week's scorecard in Microsoft Teams.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Does it change how Forethought handles or deflects tickets?
No. It only reads the week's stats and reports them. Any change to deflection rules or bot behavior is a decision for your team.
Does the scorecard go outside my support team?
No. It only posts to your internal Microsoft Teams channel, never to a customer or anyone outside your organization.
Why does it check the calendar too?
Matching the week's numbers against who was on coverage makes it easier to tell whether a dip was a real issue or just a lighter coverage day.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.