Agent & Team SLA Performance Attribution Dashboard

Ironpoint Customer Operations • 220 agents • 4,847 tickets (30d) • Breach attribution by agent, shift, and routing accuracy

Team P1 Attainment
88.6%
-3.2% vs target
Routing Accuracy
81.4%
Below 85% target
Avg Handle Time
24.3m
-2.1m vs 30d avg
First Contact Resolution
76.8%
+1.4%
Complexity-Adj Score
71.2
Normalized 0–100
Agents w/ Breaches >10%
7
Priority coaching

Agent Performance Matrix

Agent Team P1 Atten% FCR% Breach% Handle Time Consistency Status
Devon Marsh Beta 61.0% 49.2% 21.4% 32.1m 0.42 Critical
Sarah Chen Alpha 96.4% 89.1% 2.1% 19.3m 0.09 Excellent
Marcus Webb Gamma 94.2% 82.4% 3.8% 21.7m 0.11 Excellent
Jennifer Ko Alpha 91.8% 78.6% 5.2% 23.4m 0.14 Good
Alex Torres Beta 78.3% 67.1% 12.6% 27.8m 0.28 Needs Coaching
Nina Patel Gamma 89.4% 74.2% 6.8% 22.9m 0.17 Good
Brandon Lee Beta 76.1% 63.8% 13.9% 29.2m 0.31 Needs Coaching
Emma Rodriguez Alpha 93.7% 81.3% 4.1% 20.6m 0.12 Excellent

Agent SLA Attainment Distribution

Handle Time vs SLA Outcome

Shift-Pattern SLA Attainment Heatmap

Morning (6a-2p)
Afternoon (2p-10p)
Evening (10p-6a)
Monday
92.1%
79.3%
90.4%
Tuesday
93.6%
82.7%
91.8%
Wednesday
94.2%
78.1%
89.6%
Thursday
91.9%
76.8%
92.3%
Friday
90.7%
83.4%
88.9%
Saturday
89.2%
84.6%
91.1%
Sunday
88.4%
81.9%
90.7%
Afternoon shift (Team Beta) shows consistent underperformance across all weekdays

Breach Attribution Pareto (Top 10 Agents)

Routing Accuracy by Category

Team Alpha

On Target
93.4%
P1 Attainment
Agents8
Avg Handle Time21.1m
FCR Rate83.0%

Team Beta

Critical
81.2%
P1 Attainment
Agents7
Avg Handle Time29.7m
FCR Rate66.8%

Team Gamma

On Target
91.7%
P1 Attainment
Agents6
Avg Handle Time22.3m
FCR Rate78.4%

Agent SLA Consistency Score Distribution

Coefficient of variation (lower = more consistent) • Target: <0.15