Support Metrics
Ticket volume, resolution performance, CSAT health, and agent leaderboard
14 tickets overdue SLA
Open Tickets
142
+18
14 overdue SLAAvg Resolution Time
6.4h
+1.2h
Target: 4h for P1CSAT Score
82%
-3%
Based on 648 responsesSLA Compliance
86.2%
-4.8%
Target: 95% complianceTicket Volume Trend
Daily tickets by priority — 60 days
CSAT Score
Customer satisfaction — 648 responses (30 days)
82%CSAT-3pts MoM
Satisfied (4–5★)82%
Neutral (3★)11%
Dissatisfied (1–2★)7%
Response Rate
34.2%
Avg Rating
4.1 / 5
Avg Resolution Time by Category
Hours to resolve by ticket category and priority — dashed = P1 SLA (4h)
Agent Performance Leaderboard
8 active agents · May 2026
online (5)
away (2)
offline (1)
| Rank | Agent | Resolved | CSAT | Avg Response | Avg Resolution | Escalation % | SLA Compliance |
|---|---|---|---|---|---|---|---|
| #1 | PN | 184 | 94% | 18m | 3.2h | 1.2% | 97.8% |
| #2 | MW | 162 | 91% | 22m | 3.8h | 2.4% | 94.2% |
| #3 | SM | 148 | 88% | 31m | 4.6h | 3.1% | 89.4% |
| #4 | TO | 141 | 92% | 24m | 4.1h | 1.8% | 92.6% |
| #5 | AO | 128 | 86% | 38m | 5.4h | 4.2% | 84.1% |
| #6 | DV | 112 | 84% | 44m | 6.2h | 5.8% | 78.4% |
| #7 | FA | 96 | 89% | 29m | 4.4h | 2.6% | 88.2% |
| #8 | LB | 84 | 82% | 52m | 7.8h | 6.4% | 72.1% |