Analytics
Enterprise Governance & Compliance Tool
Performance Dashboard
Total Interactions
24,592
12.5% vs last week
Avg Handle Time
04m 12s
2.1% vs last week
Service Level
86.4%
1.2% vs last week
CSAT Score
4.8/5
0.3% vs last week
Interaction Volume (Hourly)
Channel Distribution
Abandonment Rate
4.2%
0.8%
First Contact Resolution (FCR)
72.8%
3.5%
Resolution Time by Queue (Mins)
Agent Skill Utilization
Recent Agent Performance
| Agent Name | Queue | Interactions | Avg Handle Time | CSAT |
|---|---|---|---|---|
JD John Doe |
Support Tier 1 | 45 | 03:45 | 4.9 |
AS Anna Smith |
Sales | 32 | 05:12 | 4.7 |
MJ Mike Johnson |
Billing | 28 | 04:30 | 3.8 |