Opened · Resolved · Backlog
Open tickets right now
Performance today · sorted by resolved
| Agent | Status | Handling | Resolved | Avg. response | CSAT |
|---|---|---|---|---|---|
|
SM
Samuel Mutua
samuel.m · Admin
|
ONLINE | 4 | 28 | 3.8 min | 4.9 |
|
DK
Dana Kimani
dana.k · Agent
|
ONLINE | 6 | 24 | 4.5 min | 4.8 |
|
NO
Neha Okonkwo
neha.o · Agent
|
BUSY | 8 | 19 | 6.2 min | 4.6 |
|
RO
Ricardo Ortega
ricardo.o · Agent
|
ONLINE | 3 | 16 | 4.1 min | 4.9 |
|
AK
Amelia Karanja
amelia.k · Agent
|
AWAY | 0 | 14 | 5.4 min | 4.7 |
New signups this week
Auto-triage and escalation
if subject contains "billing" or "payment" → priority: high, assign: billing-team
new ticket, priority ≤ medium → assign to next available agent
no response in 45min → notify assignee + manager
resolved ticket, 30d idle → archive