Supervisor Dashboard

Team performance, escalations, and workload at a glance.

Total Open Tickets

156

+12% vs last week

Near SLA Breach

-6% vs last week

SLA Breached

+2% vs last week

Team Compliance

87%

+3% vs last week

Avg Resolution

3.4 hrs

-10% vs last week

Team CSAT

4.6/5

+1% vs last week

Escalation Monitoring

Escalations Received

Escalations Resolved

Escalations Pending

Avg Resolution Time

5.2 hrs

Ticket Distribution

By status

Open(35%)
In Progress(28%)
Resolved(30%)
Pending(7%)

Workload Distribution

Identify agents with unusually high or low ticket volumes

Agent Performance

Chat-related statistics and activities for individual agents

Amina Mohammed

Online

Chats Handled

128

Avg Response Time

2m 14s

Customer Satisfaction

4.8/5

Active Chats

Samuel Kifle

Busy

Chats Handled

Avg Response Time

3m 01s

Customer Satisfaction

4.6/5

Active Chats

Nahom Alemu

Online

Chats Handled

112

Avg Response Time

2m 48s

Customer Satisfaction

4.7/5

Active Chats

Meron Tesfaye

Offline

Chats Handled

Avg Response Time

4m 12s

Customer Satisfaction

4.4/5

Active Chats

Agent performance

Individual agent statuses under your supervision

N/A	Agent name	Active	Resolved	Compliance	AVG Handle	CSAT
01	SCSara Chan	12	8	94%	2.8 hrs	4.8/5
02	MJMarcus Johnson	18	5	78%	4.1 hrs	4.2/5
03	PPPriya Patel	9	11	96%	2.1 hrs	4.9/5
04	JWJames Wilson	22	3	71%	5.6 hrs	3.9/5
05	ARAisha Rahman	7	9	91%	2.6 hrs	4.7/5

Critical Attention Required

SLA Breached

TKT-1823.2 hrs late
TKT-1941.5 hrs late

Near Breach

TKT-20518m left
TKT-21145m left

Escalation alerts

SLA Breached

TKT - 182 - Payment issue

Escalate now

SLA Warning

TKT - 182 - 45 left

Quick actions

Tickets by channel

Portal

Phone

Chat