Good afternoon, Marcus

Tuesday, Sep 8 · Sales East · handling voice, SMS & tickets

Available

Blended rank today

#4of 38 agents

▲ Up 2 · voice + SMS + tickets

Points today (all channels)

1,240pts

▲ +180 vs. yesterday

Leading competition2d 4h left

September Sprint

Blended points · you're 4th of 38

69% to 1st (5,610 pts behind)

Today by channel

Normalized across Zoom & Freshdesk

Voice

via Zoom

Calls handled

+6 vs. avg

Avg handle

4:32

−0:12

QM score

CSAT

4.7

of 5

SMS

via Zoom

Messages

+9 vs. avg

Avg response

1:12

−0:08

Conversations

closed

CSAT

4.8

of 5

Tickets

via Freshdesk

5 open

Resolved

+4 vs. avg

First response

22m

under target

Resolution

3.4h

−0.3h

SLA met

96%

CSAT 4.6

Active competitions

September SprintBlended

4th

of 38

Ticket ClosersTickets

1st

of 12 · team

Rapid ReplyTickets

3rd

of 38

Quality StreakVoice

1st

of 12 · team

Recent badges

Top Closer

Fast Reply

Perfect QA

Points activity

Ticket resolved within SLA

Freshdesk · 2 min ago

+30

Call resolved — first contact

Zoom voice · 12 min ago

+40

QM evaluation — 96/100

Zoom voice · 25 min ago

+120

SMS conversation closed

Zoom SMS · 40 min ago

+20

Badge earned — Top Closer

1 hr ago

+200