Support Operations Dashboard

Volume tracks how many tickets arrived across email, chat, and phone so you can see when the queue spikes. First response time (FRT) and the SLA line tell you whether the team is keeping pace with the promise you've made to customers. Resolution rate and CSAT close the loop — are tickets actually getting solved, and are shoppers happy with the answer.

The workload, capacity, and utilization views show how the work is distributed across agents and tiers, where we're under or over staffed for the coming weeks, and which teams are running hot. Channel mix and contact reasons surface what shoppers are actually writing in about — WISMO, refunds, sizing, subscriptions — so SOPs and macros get tuned to the real drivers, not guesses.

Clients use this as a Monday-morning operating report: scan the KPIs, dig into anything trending the wrong way, and decide where to act this week — staffing, SOPs, QA coaching, or product/ops fixes upstream of support.