CUSTOMER SUPPORT CONTROL CENTRE

Good morning, Josh.

Your team is keeping pace. Two new inquiries are unassigned and one case is approaching its response target.

Intake active Calls + inquiries@

Open inquiries↗

+3 since 8:00 AM

Need attention!

1 overdue · 2 due soon

PRECMW

First response◷

18 min

6 min faster than last week

Resolved today✓

91% resolved within target

LIVE WORK

Priority queue

TEAM CAPACITY

Workload health

Balanced

This view shows where help is needed—not who is to blame.

Sarah M.4 active · 1 waiting

Comfortable

Daniel K.6 active · 2 waiting

Support soon

Maya L.3 active · 0 waiting

Comfortable

7-DAY TREND

Incoming vs. resolved

IncomingResolved

Thu

Fri

Sat

Sun

Mon

Tue

Today

PROCESS SIGNALS

What needs fixing

↪

Billing handoffs are taking longer

Average department response is 42 minutes above target this week.

Review

◎

Portal questions are repeating

11 similar inquiries could be prevented with clearer sign-in guidance.

Insight

↗

Call documentation improved

94% of calls now include a clear next action and owner.

Positive