Working days in period: 23. KPI cards measure against each agent's resolved goals (system defaults unless overridden in KPI goals). Composite score weights SLA & CSAT highest.
ES
Elena Sokolova
2 assigned ·
1 resolved ·
1 open
—
Score
—
sla_compliance
No goal set
—
first_contact_resolution
No goal set
—
avg_first_response_hours
No goal set
—
avg_resolution_hours
No goal set
—
csat_pct
No goal set
—
reopen_rate
No goal set
0.8%
utilisation_pct
No goal set
2
Open Backlog
→
0 vs 7d
RC
Ruth Castillo
1 assigned ·
0 resolved ·
1 open
—
Score
—
sla_compliance
No goal set
—
first_contact_resolution
No goal set
—
avg_first_response_hours
No goal set
—
avg_resolution_hours
No goal set
—
csat_pct
No goal set
—
reopen_rate
No goal set
0.4%
utilisation_pct
No goal set
2
Open Backlog
→
0 vs 7d
MW
Marcus Webb
2 assigned ·
0 resolved ·
1 open
—
Score
—
sla_compliance
No goal set
—
first_contact_resolution
No goal set
—
avg_first_response_hours
No goal set
—
avg_resolution_hours
No goal set
—
csat_pct
No goal set
—
reopen_rate
No goal set
0.6%
utilisation_pct
No goal set
3
Open Backlog
→
0 vs 7d
SC
Sam Carter
0 assigned ·
0 resolved ·
0 open
—
Score
—
sla_compliance
No goal set
—
first_contact_resolution
No goal set
—
avg_first_response_hours
No goal set
—
avg_resolution_hours
No goal set
—
csat_pct
No goal set
—
reopen_rate
No goal set
0.0%
utilisation_pct
No goal set
0
Open Backlog
→
0 vs 7d
JA
Jordan Avery
2 assigned ·
0 resolved ·
1 open
—
Score
—
sla_compliance
No goal set
—
first_contact_resolution
No goal set
—
avg_first_response_hours
No goal set
—
avg_resolution_hours
No goal set
—
csat_pct
No goal set
—
reopen_rate
No goal set
0.2%
utilisation_pct
No goal set
2
Open Backlog
↑
1 vs 7d
DP
Dao Pham
1 assigned ·
0 resolved ·
1 open
—
Score
—
sla_compliance
No goal set
—
first_contact_resolution
No goal set
—
avg_first_response_hours
No goal set
—
avg_resolution_hours
No goal set
—
csat_pct
No goal set
—
reopen_rate
No goal set
0.4%
utilisation_pct
No goal set
2
Open Backlog
→
0 vs 7d
PN
Priya Nair
2 assigned ·
0 resolved ·
1 open
—
Score
—
sla_compliance
No goal set
—
first_contact_resolution
No goal set
—
avg_first_response_hours
No goal set
—
avg_resolution_hours
No goal set
—
csat_pct
No goal set
—
reopen_rate
No goal set
0.5%
utilisation_pct
No goal set
2
Open Backlog
↑
1 vs 7d