Agent Dashboard

Wednesday, June 10, 2026 · Last synced 2 minutes ago

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My Open Tickets

18

6 due within 2 hours

+3 todayvs last week

Unassigned Queue

7

Oldest: 4h 22m ago

+2 since 8amvs last week

SLA Breach Risk

4

3 Critical · 1 High priority

↑ from 1 yesterdayvs last week

Avg First Response

1h 14m

SLA target: 2h

-18mvs last week

CSAT Score

4.7

Based on 142 ratings this week

+0.2vs last week

Avg Resolution Time

6h 38m

SLA target: 8h

-42mvs last week

SLA Breach Alerts — Immediate Action Required

3 tickets
TKT-1042Payment gateway timeout — production outage

Nexus Financial Ltd.

Breached 47 min agoView
TKT-1037Cannot export invoices to PDF — billing team blocked

Orion Retail Group

Due in 23 min remainingView
TKT-1051SSO login failure for all EU region users

Meridian Technologies

Breached 1h 12min agoView

Recent Activity

TKT-1039 resolved

Resolved

"API rate limit exceeded" — Nexus Financial Ltd.

by Marcus Webb

9 min ago

TKT-1045 assigned to you

In Progress

"Mobile app crash on iOS 17.4" — Priya Sharma

by Auto-routing

18 min ago

TKT-1042 escalated to Tier 2

Escalated

"Payment gateway timeout" — Orion Retail Group

by SLA Engine

47 min ago

Customer replied on TKT-1031

Pending Customer

"SAML configuration not saving" — Meridian Technologies

by Carlos Mendes

1h 4min ago

TKT-1051 created via email

New

"SSO login failure for all EU region users" — Meridian Technologies

by Email intake

1h 31min ago

TKT-1028 closed

Closed

"Incorrect invoice total" — Apex Dynamics

by Leila Nkosi

2h 15min ago