Reports
Resolution rate, handle time and CSAT over time.
Resolution rate
Jul – Aug
91.0%
Median handle time
Jul – Aug
1h 12m
CSAT
Jul – Aug
94.2
Agent scorecard
August against July · resolution rate across 10 agents
Agent
Sarah ChenOnboarding queue | Tier 1 | Mira Stone | Improving | Low | 91.2 | 93.5 | +2.3 | 7/108 | None | |
Best month since joining Up 2.3 points on a heavier caseload than anyone else carries. Worth asking what changed — whatever it is, Tier 1 should be doing it. | ||||||||||
David KimTechnical queue | Technical | Leo Grant | Uneven | Medium | 94.0 | 93.1 | Uneven | 7/102 | Aug 02 | |
Two bad weeks inside a good month Weeks 2 and 3 sat under 88% while weeks 1 and 4 cleared 97%. The month-end number hides it. Both dips land on the days he covered Tier 2 alone. | ||||||||||
Priya PatelBilling queue | Billing | Mira Stone | Slipping | High | 93.8 | 89.6 | -4.2 | 10/96 | Aug 06 | |
Refund approvals are the whole gap Nine of her ten breaches were refunds waiting on a second approval. This is a process problem sitting on one person's scorecard, not a performance problem. | ||||||||||
Diego RamosOnboarding queue | Tier 1 | Sarah Chen | Improving | Low | 88.4 | 91.1 | +2.7 | 8/90 | None | |
Sana QureshiTechnical queue | Technical | Leo Grant | Improving | Low | 90.6 | 91.7 | +1.1 | 8/96 | None | |