Good afternoon, Meera
Saturday, 17 October · here is how Northwind Retail is doing today+4
Resolved today23Chats and tickets
Conversations by channel
Last 14 days · 2,288 conversations · peak Tue 13 Oct (205)Channel mix
8 connected · share of this week1,226conversations this week
Customer satisfaction
Last 7 days · 412 ratings4.6
out of 5 · 90% rate us 4★ or 5★
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 channel94%target 90%
86%target 90%
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 channel31%
Resolved by AI agents171 of 552 conversations closed with no hand-off
Copilot drafts sent218
Agent time saved14h 20m
When customers reach out
Conversations per 2-hour slot, last 7 daysHover 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 onlineMS
Meera Shah · Support lead31
1 chat · 1 ticket open · CSAT 4.8
AI
Arjun Iyer · Agent24
1 chat · 1 ticket open · CSAT 4.6
KM
Kavya Menon · Agent22
1 chat · 1 ticket open · CSAT 4.7
RD
Rohan Das · Agent17
1 chat · 1 ticket open · CSAT 4.4
FK
Farah Khan · Returns specialist12
1 chat · 1 ticket open · CSAT 4.6