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Performance Dashboard

Overview of support team performance and key metrics

Total Tickets

1,247

+8.2%

Avg First Response

1h 24m

-18%

Resolution Rate

87.3%

+3.1%

CSAT Score

4.6 / 5

+0.3

SLA Compliance

94.2%

+2.1%

Agent Utilization

78%

+5%
Ticket Volume
Response Time
Agent Performance
Channel Distribution

Key Trends

Response times improving

First response time decreased by 18% month-over-month, driven by automation rules and canned responses.

Ticket volume spike mid-month

May 10-17 saw a 20% increase in tickets, correlating with the v3.2 release. Consider proactive documentation.

Chat channel growing fast

Chat now represents 28% of all conversations, up from 18% last quarter. Staff accordingly.