Reports

How the desk is really doing — response times, volume, and what customers said back.

Tickets handled

+18% vs last week

Avg first reply

27m

goal: under 30m

Avg resolution

6h 14m

-42m vs last week

CSAT · 7 days

4.6

8 surveys returned

Ticket volume by day

Jul 15 – Jul 21

Wed

Thu

Fri

Sat

Sun

Mon

Today

Resolved this week · first-reply time · CSAT

Agent	Resolved	1st reply	CSAT	Open
MJ Mara Jensen	34	22m	4.9	4

Verbatims, unedited. The 2s and 3s matter most.

5Henrik LundTCK-4814Jul 18
Sana logged the dark-mode request properly and even linked the public roadmap item.
Handled by Sana Iqbal