Ticket Distribution by Priority

Urgent Tickets

TKT-2026-0847 Open
Customer: John Smith (VIP)
2 hours ago Account Access Phone

Unable to access online banking after password reset. Requires immediate assistance.

SLA: 4 hours remaining
TKT-2026-0851 Open
Customer: Sarah Johnson
1 hour ago Fraud Alert Chat

Unauthorized transaction detected on credit card. Card needs immediate blocking.

SLA: 2 hours remaining
TKT-2026-0849 In Progress
Customer: Michael Brown
3 hours ago Wire Transfer

International wire transfer delayed. Customer requesting status update.

SLA: On Track

Top Performing Agents

EM
Emily Martinez
Senior Agent
127
Tickets
98%
CSAT
1.8m
Avg Time
5.0
JD
James Davis
Agent
114
Tickets
96%
CSAT
2.1m
Avg Time
4.8
SW
Sarah Wilson
Agent
109
Tickets
95%
CSAT
2.3m
Avg Time
4.7

SLA Performance

First Response Time (Target: 5 min) 2.4 min
Resolution Time (Target: 24 hrs) 18.3 hrs
SLA Compliance Rate 95.2%
Tickets Within SLA 1,847 of 1,940
SLA Breaches (MTD) 12
Escalation Rate 8.3%

Communication Channels

Phone
42%
1,028
Tickets this month
31%
758
Tickets this month
Live Chat
19%
464
Tickets this month
8%
196
Tickets this month