Number of Owners

Total number of conversation owners.

Avg SLA breaches per Owner

The ratio of conversations with SLA breaches to the number of owners.

CSAT rating

Average CSAT rating for conversation Owners.

Active Conversations

A distribution of conversations in Open and In Progress states and the respective owners.

Closed Conversations

A distribution of conversations in Closed state and the respective owners.

Average First Response Time

Indicates the average time taken by each owner to provide the first response to the customer.

SLA breaches per Owner

Number of Conversations with SLA breaches with breach type for ticket owners.

SLA breaches w.r.t. Customer Tier

Number of Conversations with SLA breaches per owner.

Average Resolution Time

Indicates the average time taken to resolve requests for each conversation owner.