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Mateo Luca
Admin
2.75K
trending_up 20.05% This Week
1.25K
trending_up 5.75% This Week
753
trending_down 7.25% This Week
487
trending_down 4.01% This Week
New Tickets Created
First Response Time
1 hrs : 22 mins
Ave Resolution Time
10 hrs : 30 mins
Customer Satisfaction
SLA Monitoring
| Ticket ID | Subject | Requester | SLA Due By | End Remaining |
|---|---|---|---|---|
| #258 | Issues with Email Access | example@fila.com | Dec 10, 2025 12:00 PM | 1 days 4 hours |
| #957 | Software Installation | example@neja.com | Nov 30, 2025 2:00 PM | 1 day |
| #432 | Application Access Issue | example@vaxo.com | Dec 15, 2025 9:30 AM | 5 days 7 hours |
| #234 | Network Connectivity | example@aoriv.com | Dec 30, 2025 10:30 AM | 15 days 2 hours |
| #258 | Issues with Email Access | example@fila.com | Dec 10, 2025 12:00 PM | 1 days 4 hours |
| #957 | Software Installation | example@neja.com | Nov 30, 2025 2:00 PM | 1 day |
| #432 | Application Access Issue | example@vaxo.com | Dec 15, 2025 9:30 AM | 5 days 7 hours |
| #234 | Network Connectivity | example@aoriv.com | Dec 30, 2025 10:30 AM | 15 days 2 hours |
| #258 | Issues with Email Access | example@fila.com | Dec 10, 2025 12:00 PM | 1 days 4 hours |
| #957 | Software Installation | example@neja.com | Nov 30, 2025 2:00 PM | 1 day |
| #432 | Application Access Issue | example@vaxo.com | Dec 15, 2025 9:30 AM | 5 days 7 hours |
| #234 | Network Connectivity | example@aoriv.com | Dec 30, 2025 10:30 AM | 15 days 2 hours |
Tickets Solved and Created
Performance of Agents
| Agent ID | Agent | Total Tickets | Open Tickets | Resolved Tickets | Ave. Resolution Time | Satisfaction Rate | Action |
|---|---|---|---|---|---|---|---|
| #158 |
Walter Frazier |
120 | 15 | 105 | 4.5 hours |
90%
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| #325 |
Kimberly Anderson |
150 | 20 | 130 | 5.2 hours |
85%
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| #286 |
Roscoe Guerrero |
80 | 5 | 75 | 3.4 hours |
95%
|
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| #463 |
Robert Stewart |
100 | 10 | 90 | 4.7 hours |
80%
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| #579 |
Dustin Fritch |
180 | 25 | 165 | 3.9 hours |
85%
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| #860 |
Jasper Chatman |
90 | 20 | 70 | 5.5 hours |
95%
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Tickets by Channel
Tickets by Type
Recent Customer Rating
| # ID | Customer | Rating | Message |
|---|---|---|---|
| #158 |
Walter Frazier |
|
Overall good experience. |
| #132 |
Kimberly Anderson |
|
Excellent experience! |
| #142 |
Roscoe Guerrero |
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Top-notch customer service. |
| #125 |
Robert Stewart |
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Excellent experience overall. |
| #158 |
Walter Frazier |
|
Overall good experience. |
| #132 |
Kimberly Anderson |
|
Excellent experience! |
| #142 |
Roscoe Guerrero |
|
Top-notch customer service. |
| #125 |
Robert Stewart |
|
Excellent experience overall. |