Analysis
- Total Conversations
- +15%
- 1,247
- Resolution Rate
- +3%
- 87%
- Avg Handle Time
- -12%
- 4:32
- Sentiment
- 52%
- Positive sentiment
Volume Trends
Conversations
1,745
Calls
1,099
Chats
646
Sentiment Score
52% positive
Positive
52%
Neutral
33%
Negative
15%
Performance Overview
Team Performance
| Team | Resolved | Avg Time |
|---|---|---|
| Customer Support | 342 | 4.2h |
| Technical Support | 218 | 6.8h |
| Billing | 156 | 3.1h |
| Sales | 89 | 5.4h |
Ticket Status
Open124
In Progress89
Resolved456
Closed578
Total Tickets
1,247
Top Issues
1
Password reset issues
234Increasing
2
Payment processing errors
187Decreasing
3
Account access problems
156Stable
4
Shipping delays
143Increasing
5
Product availability
112Decreasing
6
Refund requests
98Stable
Common Questions
1
How do I reset my password?
234 timesAnswered
2
What is the status of my order?
198 timesAnswered
3
How can I return a product?
167 timesAnswered
4
Why was my payment declined?
145 timesAnswered
5
How do I update my billing information?
132 timesAnswered
6
What are your business hours?
118 timesAnswered
Knowledge Gaps
Enterprise Pricing
45 unanswered questions
- What are the enterprise tier discounts?
- Do you offer volume pricing for large teams?
API Integration
38 unanswered questions
- How do I integrate with your API?
- What authentication methods does the API support?
Data Migration
27 unanswered questions
- Can you help migrate data from our old system?
- What formats do you support for data import?
Security Compliance
19 unanswered questions
- Are you SOC 2 compliant?
- Do you support HIPAA requirements?
Key Metrics
| Metric | Value | vs Last Period | Trend |
|---|---|---|---|
| First Response Time | 2m 34s | -18% vs last period | Better |
| Customer Satisfaction (CSAT) | 4.6/5 | +0.3 vs last period | Better |
| Net Promoter Score (NPS) | 72 | +5 vs last period | Better |
| Ticket Escalation Rate | 8.2% | +1.2% vs last period | Worse |
| Self-Service Resolution | 43% | +7% vs last period | Better |
| Agent Utilization | 78% | -2% vs last period | Stable |
| Tickets Per Agent | 32/day | +4 vs last period | Worse |
| Knowledge Base Usage | 12,456 views | +23% vs last period | Better |