Team performance
The customer-care dashboard — cs:analyst onlyAt a glance
Conversations this week
167
+4.4% vs prev week
Median first response
9m
+12.5% vs prev week
Median resolution
2h 43m
-5.0% vs prev week
Escalation rate
10.8%
+44.0% vs prev week
Avg review rating
3.50
-5.7% vs prev week
Volume & response times
Conversation volume by channel
Weekly · last 13 weeksFirst response time
Weekly medianResponse by weekday
Median FRTFridays run slowest — pre-weekend order volume peaks while the rota stays flat.
Where the issues are
Busiest issue types
Top 8 · 13 weeks · cumulative % dashedReview ratings
Weekly average · all platformsLowest-rated stores
- Ħaż-Żabbar, Telliera9 reviews2.67 ★
- Tas-Sliema, L - Mrabat6 reviews3.00 ★
- Ħaż-Żebbuġ5 reviews3.60 ★
Team performance
Team performance
All channels · last 13 weeks · click a row for the agent's story| Agent | Conversations | Median first response | Resolution rate | Avg CSAT | Weekly handled |
|---|---|---|---|---|---|
| Customer Care 3 | 344 | 5m | 99.1% | 4.2 | |
| Customer Care 7 | 333 | 8m | 97.0% | 4.1 | |
| Customer Care 1 | 319 | 8m | 96.2% | 3.9 | |
| Customer Care 2 | 313 | 9m | 96.8% | 4.1 | |
| Customer Care 4 | 299 | 9m | 96.3% | 4.0 | |
| Customer Care 5 | 287 | 7m | 97.9% | 3.9 | |
| Customer Care 6 | 271 | 11m | 96.3% | 3.7 |