SLA Achievement
Calls answered in time · Chat FRT · Email FRT
Calls≥80% in 20s
Chat≥90% in 30s
Email≥90% in 60m
Total Volume
—
All channels
Overall CSAT
—
Target ≥ 90%
Schedule Adherence
—
Target ≥ 90%
Escalation Rate
—
Target 5–10%
Volume trend by channel monthly
All Channels volume mix
Volume heatmap day-of-week × month — click a channel to toggle
Less
More
CSAT distribution by channel
Escalations by department click a channel to toggle
KPIs vs target progress bullet chart
Top root causes click a channel to toggle
Top 5 performers by interactions
Calls
Voice channel
Chat
Live messaging
Email tickets
Volume by channel stacked area · monthly
AHT trend per channel how handle time changes over the period
AHT distribution by channel
Issue category mix per channel
CSAT by channel
🏆 Top performers composite score: CSAT × adherence × volume
Filtered Agents
—
Of — total
Avg Adherence
—
Target ≥ 90%
Avg CSAT
—
Target ≥ 90%
Avg Quiz
—
Knowledge score
Avg Escalation
—
Target 5–10%
Agent leaderboard click any column header to sort
| Agent | Language | Leader | Handled Calls | Handled Chats | Handled Emails | AHT | Adherence % | Quiz % | Productivity % | Quality % | CSAT % |
|---|
—