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KH
Khalid Hassan
IT Support Agent
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7
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4
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2
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KH
Good morning, Khalid
IT Support · Sunday, 18 Jun 2025
Online
2 SLA Breaches Detected
— Ticket #T-1038 and #T-1035 have exceeded their response SLA.
View now →
My Queue
7
4 new today
Pending Reply
2
Awaiting user
Resolved Today
4
vs 2 yesterday
Avg Response
1h 48m
Within SLA
Priority Queue
Full Queue
#ID
Subject
Priority
Status
SLA
User
#T-1038
Exchange server not syncing emails
P1
Open
SLA Breached
SR
Act
#T-1043
Laptop not connecting to VPN
P3
In Progress
AA
View
#T-1041
Outlook keeps crashing on startup
P2
New
MK
View
Today's Stats
First Response
1h 48m avg
Resolution Time
4h 22m avg
CSAT (30d)
4.7 / 5.0
Transfer Rate
8%
Dept SLA Compliance (today)
87%
Team Overview
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Team
KH
IT Support Team
4 active agents · 18 open tickets
Agent
Status
Open Tickets
Avg Response
CSAT (30d)
Action
KH
Khalid Hassan
Senior Agent
Online
7
1h 48m
★ 4.7
Reassign
FM
Fatima Malik
Agent
Online
5
2h 10m
★ 4.5
Reassign
AR
Abdulaziz Rashed
Agent
Away
6
2h 54m
★ 4.2
Reassign
NJ
Nora Al-Jabri
Junior Agent
Offline
0
—
—
Offline