Support Volume & Queue Health
CloudServe Inc. • 14-Day Period • Last updated: 2 minutes ago
P1 SLA Compliance
88.4%
↓ 7.7pp
Avg First Response
2h 14m
↑ 18m
Deflection Rate
31.2%
↓ 2.1pp
Intraday Ticket Arrival Rate by Channel
Peak surge: Day 9, 2-4pm slot (340% above baseline). Email channel dominant.
Backlog Aging Distribution
7d+ bucket spiked post-campaign. Target: zero by Q3 end.
Avg Handle Time by Tier
Billing category elevated AHT after campaign surge.
Reopen Rate by Category
Bug Report category shows 14.2% reopen — investigate root cause.
Escalation Rate to T2/T3
Account Setup shows high T2 escalation, suggesting training gap.
Agent Load & Mis-Routing
| Agent |
Tier |
Concurrent Load |
Mis-Route % |
Avg AHT |
CSAT |
| M. Okafor |
T1 |
23 |
22.4% |
1h 48m |
3.82 |
| S. Patel |
T2 |
14 |
4.2% |
2h 12m |
4.31 |
| J. Chen |
T1 |
11 |
3.8% |
1h 22m |
4.18 |
| L. Rodriguez |
T2 |
12 |
5.1% |
2h 04m |
4.26 |
| A. Kim |
T1 |
9 |
2.9% |
1h 16m |
4.42 |
| D. Smith |
T3 |
7 |
1.2% |
3h 18m |
4.58 |
| R. Johnson |
T1 |
10 |
4.6% |
1h 32m |
4.14 |
| T. Williams |
T2 |
13 |
3.4% |
1h 58m |
4.22 |
Okafor flagged: 23 concurrent tickets with 22.4% mis-route indicates capacity/training issue.
CSAT by Channel
Phone maintains highest CSAT; Live Chat lags at 3.94.
CSAT Heatmap: Channel × Tier
Score range: 3.5–5.0
T1
T2
T3
Email
3.98
4.22
4.48
Phone
4.31
4.52
4.71
Live Chat
3.94
4.16
4.38
Portal
3.82
4.09
4.44
Portal T1 at 3.82 suggests deflection/training opportunity.
Daily Ticket Volume Trend
Day 9 spike corresponds to Black Friday campaign launch.