Agent Metrics
First response time, handle time, CSAT per agent, utilisation, and SLA compliance for the support team.
Escalations (30d)
375
Avg First Response
4m 12s
SLA: ≤5 min ✓
Avg Handle Time
18m 34s
Agent CSAT
4.4 ⭐
SLA Breaches
12
3.2% of tickets
Per-Agent Performance
| Agent | Status | Handled (30d) | Avg First Response | Avg Handle Time | CSAT | Escalation Rate | Utilisation | SLA Breaches |
|---|---|---|---|---|---|---|---|---|
|
PM
Priya Mehta Senior Agent |
Online | 124 | 3m 41s | 16m 22s | 4.7 ⭐ | 2% |
78%
|
2 |
|
RS
Rohit Sharma Agent |
Online | 98 | 5m 18s | 21m 07s | 4.2 ⭐ | 5% |
65%
|
6 |
|
SD
Sunita Devi Agent |
Away | 87 | 4m 02s | 17m 45s | 4.5 ⭐ | 3% |
71%
|
3 |
|
AK
Amit Kumar Part-time Agent |
Offline | 66 | 4m 55s | 19m 12s | 4.3 ⭐ | 4% |
54%
|
1 |
⏱ First Response Time Trend (30d)
W1
W2
W3
W4
Priya
Rohit
Sunita
SLA 5m = —
📂 Escalation Categories
Fee & Finance queries31% (116)
Complaints & grievances24% (90)
Admission process help19% (71)
Technical issues14% (52)
Low bot confidence12% (46)
⚠️ Recent SLA Breaches
| Conversation | Agent | Escalated At | First Response | SLA Limit | Overdue By | Status |
|---|---|---|---|---|---|---|
Vikram Thakur — Complaint Fee dispute |
RS Rohit |
28 May, 9:14 AM | 11m 02s | 5 min | +6m 02s | Resolved |
Ananya Singh — Admission Transfer credit query |
RS Rohit |
27 May, 2:47 PM | 8m 31s | 5 min | +3m 31s | Resolved |
Ravi Patel — Fee Refund request |
RS Rohit |
25 May, 11:23 AM | 7m 44s | 5 min | +2m 44s | Escalated |