Scribd
Upload
8 views

Agent Performance Analyzer - SMB

Uploaded by

ramkishorekgkg
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
8 views

Agent Performance Analyzer - SMB

Uploaded by

ramkishorekgkg
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 3

Agent Performance Analyzer - SMB

Generated Date: July 10, 2024

Date Range: in the last 2 Years + 1 Additional filter.


SELECT YOUR AGENT NAME TO ANALYSE THE AGENT'S PERFORMANCE
Agent name: Saira Tehreem

Total Tickets Total Tickets first responded within SLA Total First response SLA violated tickets Total Agent interaction

Average First response time in business hours 3543 92.5% 53.69% 7.5% 3514.29% 22608
1h 39m 17s 108.45%

Untitled Total Tickets resolved within SLA Average Next response time in business hours Total Next Response violated tickets

80.61% 62.39% 8h 19m 43s 298.68% 1198 743.66%

Average Resolution time in business hours

1w 4d 9h 12m 14s 163.59%


Tickets resolved within SLA Tickets Responded within SLA

Tickets resolved within SLA Total Tickets

Non Violated 2804

Violated 739

Average Time spent in business hours

1w 1d 20h 30m 53s 128.23%

Non Violated - 3234 - 91.28%


3543 Violated - 309 - 8.72%

Average Response time in business hours

7h 2m 24s 328.42%
Average Customer reply count of Tickets

AVG Customer reply count

1.32

You might also like