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  1. Reports
  3. Trend Analysis

Trend Analysis

Historical trends, anomalies, and insights across key metrics

Ticket Volume

1,247

vs 1,189 prev

+4.9%

Avg Response Time

1h 24m

vs 1h 42m prev

-18m

CSAT Score

4.6

vs 4.3 prev

+0.3

Resolution Rate

94.2%

vs 91.8% prev

+2.4%
Metric Trends
Anomaly Detection
Ticket VolumeJun 14

Value: 425 (expected 310, deviation +37%)

CSAT ScoreJul 2

Value: 3.8 (expected 4.5, deviation -15%)

Response TimeJul 18

Value: 2h 45m (expected 1h 20m, deviation +106%)

Resolution RateJul 25

Value: 82% (expected 94%, deviation -13%)

Ticket VolumeAug 3

Value: 395 (expected 320, deviation +23%)

Key Insights
positiveResponse times at all-time low

Average first response time has decreased 28% over the past 12 weeks, reaching a record 65 minutes.

warningTuesday ticket volume consistently highest

Tuesdays average 18% more tickets than other weekdays. Consider scheduling extra agents.

positiveCSAT trending upward

Customer satisfaction has improved steadily from 4.3 to 4.8 over the quarter.

infoIntegration tickets increasing

Tickets tagged with 'integration' have grown 25% month-over-month. May require dedicated resources.