3,547
Total Tickets (30d)
+15.2% vs prev period
3,391
Resolved (30d)
95.6% resolution rate
1.9h
Avg First Response
-22% improvement
4.7/5
Customer Satisfaction
+0.3 from last month
Tickets by Category
Agent Leaderboard (30 Days)
1
SM
Sarah Miller
Customer Support
142
2
RK
Rachel Kim
Finance
128
3
AC
Amy Chen
Customer Support
119
4
JW
James Wong
Logistics
104
5
LT
Linda Tan
Technical Support
97
6
DL
David Lee
Technical Support
85
SLA Performance by Department
| Department | Total | Within SLA | Breached | SLA Rate | Avg Response | Avg Resolution | Trend |
|---|---|---|---|---|---|---|---|
| Customer Support | 1,247 | 1,197 | 50 | 96.0% | 1.2h | 4.8h | +2.1% |
| Technical Support | 856 | 745 | 111 | 87.0% | 2.1h | 6.5h | -1.3% |
| Logistics | 634 | 583 | 51 | 92.0% | 1.8h | 5.2h | +3.5% |
| Finance | 512 | 497 | 15 | 97.1% | 1.5h | 3.8h | +1.8% |
| Product | 298 | 280 | 18 | 93.9% | 1.6h | 4.2h | +0.9% |
Monthly Ticket Summary (2025)
| Month | Created | Resolved | Avg Response | Avg Resolution | SLA % | CSAT |
|---|---|---|---|---|---|---|
| January | 2,845 | 2,712 | 2.4h | 6.8h | 89% | 4.3 |
| February | 3,102 | 2,987 | 2.1h | 5.9h | 91% | 4.5 |
| March (current) | 3,547 | 3,391 | 1.9h | 5.1h | 93% | 4.7 |