Workspace / Overview
Overview
Good morning, Alex
Here's what's happening with your support team.
Total conversations
1,284
+12.5%vs. previous period
Avg. response time
2m 14s
-18.2%vs. previous period
Customer satisfaction
96.4%
+2.1%vs. previous period
Open tickets
48
-8.4%vs. previous period
Conversation volume
Conversations
1,284
Total conversations this week
12.5%
MonTueWedThuFriSatSun
Tickets by priority
48tickets
Urgent8
High14
Normal26
Conversations by channel
Email
582
Live chat
436
AI assistant
266
Agent performance
SB
Sofia Bennett
142 conversations
98.2%
CSAT
NW
Noah Williams
128 conversations
96.8%
CSAT
MC
Mia Chen
116 conversations
95.4%
CSAT
Customer satisfaction
96.4
Excellent
Based on 842 ratings
4.8 / 5
Escalation overview
Escalated tickets
12
25% of total
First contact resolution
82.6%
+4.8% this week
Avg. resolution time
4h 32m
-12.4% this week