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Current Ticket Status

as of 10th to 17th of March 2019

NewTickets
SolvedTickets
OpenTickets

156

New Tickets

1.2% than yesterday

86

Solved Tickets

-0.6% than yesterday

27

Unresolved Tickets

0.3% than yesterday

45

Open Tickets

0.3% than yesterday

30

Unassigned

0.3% than yesterday

Tickets By Request Type

Customer Satisfaction

9.8

1.6%

Performance Score

Excellent	3,007	50%
Very Good	1,674	25%
Good	125	6%
Fair	98	5%
Poor	512	10%
Very Poor	81	4%

Recent Activities

Last activity: 2 hours ago

Louiseadded a time entry to the ticket Sales Revenue
2 hours ago
Kevinadded new attachment to the ticket Software Bug Reporting
5 hours ago
Nataliereassigned ticket Problem installing softwareto Katherine
8 hours ago
Katherinesubmitted new ticket Payment Method
Yesterday
Katherinechanged settings to ticket category Payment & Invoice
2 days ago

Agent Performance Points

Katherine Lumaad

Technical Support

Executive Level12,312 points

Adrian Monino

Sales Representative

Master Level10,044 points

Rolando Paloso

Software Support

Super Elite Level7,500 points

Dyanne Rose Aceron

Sales Representative

Elite Level6,870 points

70,30

86%

Reached

Time to Resolved Complaint

The average time taken to resolve complaints.

7m:32s / Goal: 8m:0s

69,31

69%

Reached

Average Speed of Answer

Measure how quickly support staff answer incoming calls.

0m:20s / Goal: 0m:10s

Complaints Received

This Month

165

0.3% than last month

The total number of complaints that have been received.

Overall Rating

Measures the quality or your support team’s efforts.

4.2

5.0

4,230

58%

4.0

1,416

24%

3.0

980

16%

2.0

401

1.0

798

12%

Transaction History

Process refund to #00910
Mar 21, 2019, 1:00pm
-$16.50
Completed
Process delivery to #44333
Mar 20, 2019, 11:40am
3 Items
For pickup
Payment from #023328
Mar 20, 2019, 10:30pm
+ $129.50
Completed
Payment failed from #087651
Mar 19, 2019, 12:54pm
$150.00
Declined

View All Transactions