Good morning, Meera

Saturday, 17 October · here is how Northwind Retail is doing today

WELCOME TO THE NORTHWIND RETAIL WORKSPACEEight channels, one Inbox. Let Copilot draft a reply to Ananya on WhatsApp, send it, and turn the chat into a ticket.

Resolved today23Chats and tickets

Conversations by channel

Last 14 days · 2,288 conversations · peak Tue 13 Oct (205)

Hover a day for the breakdown · click a channel to hide it

Channel mix

8 connected · share of this week

1,226conversations this week

Customer satisfaction

Last 7 days · 412 ratings

0.2 vs last week

4.6

out of 5 · 90% rate us 4★ or 5★

5★

72%

4★

18%

3★

2★

1★

Daily CSAT, last 7 days

4.5S

4.4S

4.6M

4.7T

4.5W

4.6T

4.8F

SLA and response times

Today, every channel

94%target 90%

First reply SLA metOn target

86%target 90%

Resolution SLA met4 pts below target

Median first reply6m↓ 1m faster than last week

Median resolution3h 12m↓ 18m faster

Breached today1#4809 Rahul Verma

At risk (< 1h)2Both on Voice

AI agents and Copilot

Last 7 days, every channel

31%

Resolved by AI agents171 of 552 conversations closed with no hand-off

AI resolution rate by channel

36%

Web chat

33%

Instagram

29%

Messenger

27%

Copilot drafts sent218

Agent time saved14h 20m

When customers reach out

Conversations per 2-hour slot, last 7 days

Hover a cell to see conversations in that slot

Mon

Tue

Wed

Thu

Fri

Sat

Sun

12a2a4a6a8a10a12p2p4p6p8p10p

FewerMoreBusiest: Fri 8–10 pm. Consider an extra agent on evening shifts.

Team today

106 handled · 5 online

Meera Shah · Support lead31

1 chat · 1 ticket open · CSAT 4.8

Arjun Iyer · Agent24

1 chat · 1 ticket open · CSAT 4.6

Kavya Menon · Agent22

1 chat · 1 ticket open · CSAT 4.7

Rohan Das · Agent17

1 chat · 1 ticket open · CSAT 4.4

Farah Khan · Returns specialist12

1 chat · 1 ticket open · CSAT 4.6

Needs a reply

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