Team Overview — Contact Center
Tuesday, Sep 8 · 38 agents · voice, SMS & tickets
Updated every minute
Agents online
34/38
89% staffed
Handling now
28
18 voice · 3 SMS · 7 tickets
Calls today
1,284
+112 vs. avg
Tickets resolved
462
+38 · 148 open
Voice SLA
94%
+2 vs. target
Ticket SLA
91%
−1 vs. target
Agent status
AvailableHandlingWrap-upBreak
AgentStatusCallsTicketsQMPts todayRank
ALAva Lin
On call
6122961,6101DPDiego Peña
Available
5819941,5402RKRiya Kapoor
On ticket
5524931,4703MRMarcus Reid
Available
4718921,2404TNThu Nguyen
On call
4415881,1805JOJordan Obi
On SMS
4117911,0906EMElena Moss
Break0:06
3920901,0207SBSam Brooks
Wrap-up0:14
3714869608Queue & ticket health
Inbound Sales VoiceSLA 96%
3 waitinglongest 0:22
Support Tier 1 VoiceSLA 83%
9 waitinglongest 2:41
Messaging SMSSLA 92%
5 open threadsoldest 4:10
Tickets — General FreshdeskSLA 88%
92 openoldest 6h
Tickets — Technical FreshdeskSLA 79%
56 openoldest 1d 3h
September Sprint
2d 04h 11m leftTeam standing · blended points
1Sales East57,720
2Support Core25,230
3Sales West21,300