Overview
Key performance indicators at a glance
Total Tickets
4,287
+12.4% vs last period
SLA Adherence
94.2%
+2.1% vs last period
Avg Handle Time
6m 32s
-0m 48s improved
CSAT Score
88.7%
+3.2% vs last period
Open Backlog
312
-18% reduction
Automation Rate
41.3%
+7.6% vs last period
Daily Ticket Volume & Resolution
Channel Distribution
SLA Breakdown by Priority
Top Issue Categories
First Response Time
82%
Within SLA
Avg FRT1h 14m
Target2h 00m
Breached18%
SLA & Performance
Service level adherence, response times, and resolution metrics
FRT SLA Met82%Target: 80%
Resolution SLA94.2%Target: 90%
Avg Resolution Time4.2h-0.8h improved
First Contact Res.71.4%+4.2% vs prior
SLA Adherence Trend (30 Days)
SLA by Priority
Resolution Time Distribution
SLA Breaches by Category
SLA by Day of Week
Ticket Volumes
Inbound volume trends, patterns, and category breakdown
Inbound Today143+8 vs yesterday
Resolved Today13896.5% resolution
In Progress89Across all agents
On Hold47Awaiting customer
30-Day Volume Trend
By Priority Level
Heatmap: Tickets by Hour & Day
Category Breakdown
Multi-Channel Support
Voice, email, chat, and social channel performance
Email1,84242.9%
Voice1,24329.0%
Chat78618.3%
Volume Share
Channel AHT & SLA Comparison
Channel Volume Over Time
CSAT by Channel
CSAT & Quality
Customer satisfaction scores, quality metrics, and feedback trends
Overall CSAT88.7%+3.2% month-on-month
Positive Ratings2,34189.1% of responses
Negative Ratings287↓ -43 this period
Response Rate61.4%+5.1% vs target
CSAT Trend (30 Days)
Rating Distribution
CSAT by Agent Group
CSAT by Category
Sentiment Topics
Automation & Workflows
Bot performance, automation efficiency, and workflow optimisation
Auto-Resolved41.3%+7.6% this period
Workflows Active47+6 new this month
Hours Saved312h+48h vs last period
AI Bot Deflection28.9%+11.2% this period
Automation Rate Trend
Resolution Type Split
Top Automation Triggers
Workflow Efficiency Score
Agent Performance
Individual and team productivity metrics
Active Agents24Across all channels
Avg Tickets/Agent178.6+12 vs last month
Avg AHT6m 32s-0m 48s improved
Occupancy Rate78.4%Target: 80%
Agent Leaderboard (Tickets Resolved)
Team Performance Radar
AHT by Agent
Agent Summary Table
Backlog Management
Open ticket tracking, ageing analysis, and resolution priorities
Total Backlog312-18% this period
Critical (>4h)28Requires action
Avg Age (hrs)3.8h-0.6h vs last period
Clearance Rate96.5%+1.4% this period