Service Domain Views, Sources, and Projection Rules - Spine Innov Labs

Service domain views are projections assembled by Spine Fabric from connected support systems. Each view answers a specific operational question and updates as source data changes.

View Reference

View	Purpose	Source Data	Projection Rule
Case Queue	Prioritized open cases	Zendesk, Salesforce, Freshdesk, Intercom	Sort by priority, SLA deadline, and tier; surface assigned and unassigned items
SLA Dashboard	Commitment tracking	Zendesk, Salesforce, Freshdesk	Aggregate SLA timers and highlight breach risks per queue
Escalations	Higher tier cases	Zendesk, Salesforce, Freshdesk, Intercom	Filter cases with escalation flag and preserve prior interaction history
Customer History	Timeline per customer	Zendesk, Salesforce, Freshdesk, Intercom, Twilio	Chronologically merge cases, interactions, and feedback per customer
Agent Performance	Workload and quality metrics	Zendesk, Salesforce, Freshdesk	Count cases handled, resolution time, and CSAT per agent
Feedback Summary	Post-resolution input	Zendesk, Freshdesk, Intercom	Aggregate satisfaction scores and comments after case closure
Interaction Log	All touchpoints	Zendesk, Intercom, Twilio	List calls, chats, emails linked to cases in chronological order

When a source system updates a case status, SLA timer, or interaction, Spine Fabric emits an event and refreshes the relevant views within the context assembly cycle.