DEMO MODE
Technical Services — Acme Corp
AI Active
Q1 2026
No key — AI panels show mock data
📊 Daily Snapshot Comparison
vs Yesterday
CSAT
+1.2%
Opened
+5.0%
Backlog
-3.1%
SLA
+0.8%
TTR
-2.4%
vs Last Week
CSAT
+3.5%
Opened
-8.2%
Backlog
-12.0%
SLA
+2.1%
TTR
-6.7%
CSAT Score
90.3%
Target: 85%
▼ 2.7% vs prior
Tickets Opened
517
Avg 172 / month
▲ +6% vs prior
Tickets Closed
629
121.7% close rate
▲ +5% vs prior
Avg Full Resolution
17.1h
Target: ≤ 24h
▼ -2% vs prior
SLA Adherence
94.8%
Target: ≥ 95%
▼ -1.0% vs prior
🤖 AI Weekly Summary & Recommendations
gpt-4o-mini
This quarter shows strong performance momentum with CSAT holding at 91.4%, up 3.2 points from last quarter. SLA adherence is excellent at 96.8%, though P1 tickets are trending slightly higher — 23 vs. 17 last period — and warrant close monitoring. First-reply times improved significantly: median dropped from 52m to 31m following the new triage workflow launched in Week 9. Backlog aging has stabilized, with >30d tickets down 18% quarter-over-quarter, suggesting the recent escalation policy changes are having a measurable effect. Recommendations: (1) Schedule a P1 queue review — 4 tickets breached SLA this week, all from the enterprise segment. (2) Aisha Diallo and Ben Hartley are outliers in one-touch resolution at 72% — consider pairing them with lower-performing agents for knowledge transfer. (3) Webhook/integration topics cluster to 28% of volume; a self-service guide could deflect ~50 tickets/month.
Monthly Ticket Volume — 12-Month Trend
Opened
Closed
0 69 141 210 AprMayJunJulAugSepOctNovDecJanFebMar
CSAT Breakdown
90% Positive
Good (397)90%
Bad (43)10%
Survey Response Rate70% (440/629)
Resolution Time Distribution
<4h 4–8h 8–24h 1–2d >2d 845124186
Median
13.7h
Average
17.1h
p95
1.5d
First Reply Time Distribution
<15m 15–30m 30m–1h 1–4h 4–8h >8h 744629252513
Median 1st Reply
22m
Average 1st Reply
32m
p95 1st Reply
1.7h
Under 1 Hour
70%
SLA Performance by Priority
Priority1st Reply AvgTargetStatus
P1 Critical (22)49m≤ 1.0hMET
P2 High (44)1.0h≤ 4.0hMET
P3 Medium (132)3.4h≤ 8.0hMET
P4 Low (116)7.6h≤ 1.0dMET
Overall SLA Compliance94.8%
SLA Breach List
11tickets breached SLA
#SubjectPri1st ReplyTarget
19402Installation fails on Win...2.6h1.0h
18933Integration with Salesfor...3.0h4.0h
16682New user onboarding help ...1.7h1.0h
10689API timeout errors in pro...6.5h4.0h
17670Performance degradation n...1.5h4.0h
18755Installation fails on Win...5.1h1.0h
12890Billing discrepancy on la...2.1h4.0h
11526Installation fails on Win...5.1h1.0h
Time to First Assignment
Median
10m
Average
11m
p95
2.2h
33
<5m
26
5–15m
23
15m–1h
21
1–4h
13
>4h
Customer Effort — Touches to Resolve
Avg Touches
3.9
Median
4
144
1
72
2
48
3
44
4–5
13
6–10
4
>10
Replies as proxy (325 resolved)
One-Touch Resolution
46%
Solved with ≤ 1 agent reply
P1 Critical49% (14/29)
P2 High57% (65/114)
P3 Medium58% (67/115)
P4 Low57% (33/58)
Avg Replies per Ticket by Priority
3.2
avg replies (449 tickets)
P1 Critical4.3 (38)
P2 High5 (117)
P3 Medium2 (240)
P4 Low2.3 (49)
Reopened Tickets
26
reopened
4.1%
reopen rate
#SubjectReopens
13622SSO configuration issue1
13719SSO configuration issue1
12587Data export not working correctly2
15458Installation fails on Windows 111
12599Performance degradation noticed2
13380API timeout errors in production2
17433Integration with Salesforce broken1
18825Performance degradation noticed1
Open Backlog Aging
Total Open
63
Overdue (>14d)
18
0–3d 3–7d 7–14d 14–30d >30d
0–3 days
22
3–7 days
16
7–14 days
11
14–30 days
9
>30 days
5
Pending / On-Hold Aging
Pending34
0–3d14
3–7d10
7–14d6
>14d4
On Hold8
0–3d3
3–7d2
7–14d1
>14d1
Unassigned Tickets
6
unassigned open tickets
#SubjectAgePri
14977Feature request: bulk import26d
18216Installation fails on Windo...23d
17402Data export not working cor...20d
13553SSO configuration issue1d
15532Webhook not triggering21d
18180Unable to login after passw...22d
12-Month Metric Trend
CSAT %
90.3%
SLA Adhere%
94.8%
Avg TTR (h)
17.1h
One-Touch %
58%
Close Rate
121.7%
Vol / Month
172
🎭 Sentiment — Closed Tickets
64%
Positive (69)
14%
Negative (15)
16%
Neutral (17)
6%
Mixed (6)
NEGATIVE SENTIMENT TICKETS:
#15338negative
Frustrated with repeated escalations and lack of follow-through
#16943negative
Third time opening same issue, expects permanent fix
#13464negative
Upset about billing discrepancy not resolved after 2 weeks
Analyzed 107 closed tickets (mock)
🏷️ AI Topic Clusters
Installation & Setup Errors28% (123)
Authentication / SSO Issues16% (71)
API & Integration Failures13% (59)
Billing & Licensing12% (52)
Performance & Timeouts11% (50)
Feature Requests8% (35)
Mobile App Bugs6% (28)
Onboarding Help5% (20)
438 tickets analyzed (mock)
⚠️ At-Risk Ticket Detection
3
High Risk
3
Medium Risk
#11177HIGH
P1 ticket open 6+ hours, no agent response, enterprise account
#19376HIGH
Previously reopened twice, requester sent 4 follow-ups this week
#19495MEDIUM
Billing issue unresolved 5 days, nearing payment deadline
#12089MEDIUM
Integration outage affecting production, weekend approaching
#12619MEDIUM
P2 assigned 3h ago, no activity; assignee currently offline
#16902HIGH
SLA target breached 47 min ago, no escalation triggered yet
Top 10 Agents — Tickets Solved
#1Aisha Diallo
163
#2Marcus Rivera
151
#3Priya Patel
137
#4Ben Hartley
135
#5Fatima Al-Said
133
#6Lisa Nguyen
130
#7Chris Drummond
94
#8James O'Brien
34
#9Tom Kowalski
33
#10Sarah Chen
20
Top Organizations
#1Techcorp Inc.165
#2MegaRetail Group149
#3Summit Healthcare139
#4Blue Horizon Labs128
#5Ironclad Finance100
#6Quantum Dynamics80
#7Pacific Ventures77
#8NovaBuild LLC68
#9Stratosphere SaaS61
#10EduLearn Platform47
Weekly Heatmap — Tickets by Day & Hour
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Last 10 Opened Tickets
#SubjectRequesterPriorityStatusFormCreatedAssignee
11776Performance degradation noticedFatima Al-Said normalholdBilling & AccountsMar 16 06:36 PMSarah Chen
15398Performance degradation noticedBob Foster normalnewOnboardingMar 24 12:12 AMSarah Chen
16191Missing invoice for subscriptionPriya Patel urgentsolvedTechnical SupportMar 19 02:46 PMSarah Chen
15397Billing discrepancy on last invoiceAlice Mercer highopenBilling & AccountsMar 16 11:36 PMSarah Chen
16775Two-factor auth not sending SMSBob Foster urgentnewProduct FeedbackMar 23 12:23 AMJames O'Brien
17603Performance degradation noticedBen Hartley lowopenProduct FeedbackMar 22 05:35 AMAisha Diallo
17606Mobile app crashing on launchDiana Lee urgentopenProduct FeedbackMar 22 10:22 PMLisa Nguyen
16196Billing discrepancy on last invoiceJames O'Brien lowsolvedOnboardingMar 20 02:00 PMTom Kowalski
11088API timeout errors in productionSarah Chen lowholdBilling & AccountsMar 17 02:23 AMPriya Patel
12281Email notifications not receivedFatima Al-Said lowopenBilling & AccountsMar 17 09:21 PMFatima Al-Said
Demo mode — mock data | Last refreshed: 04:11 AM | 517 tickets opened | 629 closed | 63 open backlog
SupportOps v5.0 — Demo | Confidential