Pulse

Queue health, SLA risk and today's escalations.

Updated just now

Unresolved

24-8.3%

New, Open, Pending and On hold.

Unassigned: 6

Overdue

6-12.5%

Past their first response target.

Breaching within 1h: 2

Solved today

38+14.2%

18 resolved on first contact.

Median handle time: 1h 12m

CSAT

94.2%+2.4%

From 118 of 402 surveys sent.

Response rate: 29%

Queue Load

Open tickets by queue

Open tickets

24

4 Queues

Technical

Product faults and outages

9Over SLA

Billing

Invoices, refunds and plans

7Nearing SLA

Onboarding

Setup and migration help

5Nearing SLA

Account

Access, seats and security

3Within SLA

Technical is past SLA; Account has spare capacity.

First Contact Resolution

Weekly rate tracked against target

First contact resolution

Escalation Queue

10 of 10 open escalations


	PhoneJamal Reid	QD Quanta Devices it@quantadevices.com	Escalated 50%	Today 14:00	Technical	$91,200	Blocked25 min overdue
	PortalPriya Patel	AM Apex Manufacturing billing@apexmfg.com	Escalated 50%	Today 13:00	Billing	$68,400	Blocked70 min overdue
	EmailPriya Patel	BM Brightwave Media ops@brightwave.media	Awaiting agent 35%	Today 18:00	Billing	$38,240	At Risk42 min buffer
	EmailDiego Ramos	MR Meridian Retail help@meridianretail.com	Pending customer 85%	Today 20:30	Technical	$33,100	DelayedDue Today 20:30
	EmailPriya Patel	AF Atlas Freight accounts@atlasfreight.com	Triage 15%	Today 19:45	Billing	$22,750	On TimeDue Today 19:45