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·10 min read·The streamlineworks team
Auditing your support stack: a 90-minute playbook
A practical agenda for the 90 minutes that will tell you where your support team is bleeding time.
opsleadership
Every project we run starts with a 90-minute audit. Here's the agenda we follow — feel free to steal it for an internal exercise even if we never work together.
**Minute 0-15: List every tool an agent touches in a typical ticket.** Don't summarize. List them. Most teams find 7-9 tools they didn't realize were in the loop.
**Minute 15-30: Watch one ticket end-to-end in real time.** With the agent screen-sharing. No interrupting. Just observe and time it.
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