Date
Feb 19, 2025 - Feb 25, 2025
arrow_drop_downSLA Policy
Select value...
arrow_drop_downAggregation
Day
arrow_drop_downTicket Metric
Tickets Created
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Achieved and breached tickets
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Achieved
Breached
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First response time
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14s
arrow_downward20%
Avg. merchant:10h 28m
Top 5%:46m 06s
High FRT is often correlated to a lower CSAT - make sure yours doesn’t drop.
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Resolution time
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10m 39s
arrow_downward18%
Avg. merchant:1d 17h
Top 5%:2h 11m
Prioritize decreasing it for high-value tickets (VIPs, escalations, item in cart)
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Average CSAT
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-
0%
Avg. merchant:-
Top 5%:-
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Automation rate
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26.67%
arrow_downward36%
Avg. merchant:14%
Top 5%:48%
Set up all Automate features to improve your automation rate across all of your channels.
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Busiest times of the week
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Table
Heatmap
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Least busyBusiestBusiness Hours
HOURarrow_upward | MONDAYarrow_upward | TUESDAYarrow_upward | WEDNESDAYarrow_upward | THURSDAYarrow_upward | FRIDAYarrow_upward | SATURDAYarrow_upward | SUNDAYarrow_upward |
|---|---|---|---|---|---|---|---|
00:00 | - | - | - | - | - | - | - |
01:00 | - | 2 | 3 | 1 | - | - | - |
02:00 | 2 | 1 | 1 | - | - | - | - |
03:00 | - | 1 | - | - | 3 | - | - |
04:00 | - | - | 1 | - | 1 | - | - |
05:00 | - | - | - | - | - | - | - |
06:00 | - | - | - | 1 | 6 | - | - |
07:00 | 5 | 4 | - | 4 | - | - | - |
08:00 | - | - | 1 | 1 | - | - | - |
09:00 | - | - | 5 | - | 1 | - | - |
10:00 | - | - | - | 2 | - | - | - |
11:00 | - | - | 1 | - | - | - | - |
12:00 | - | - | - | - | 1 | - | - |
13:00 | - | - | - | - | - | - | - |
14:00 | - | - | 1 | - | - | - | - |
15:00 | - | - | - | 6 | - | - | - |
16:00 | - | - | - | 7 | - | - | - |
17:00 | - | - | - | - | - | - | - |
18:00 | - | - | - | - | - | - | - |
19:00 | - | - | - | - | - | - | - |
20:00 | - | - | - | - | - | - | - |
21:00 | - | - | - | - | - | - | - |
22:00 | - | - | - | - | - | - | - |
23:00 | - | - | - | - | - | - | - |