| Priority | First Response | Resolution Target | Escalation Action | Active Tickets | |
|---|---|---|---|---|---|
| P1 — Critical | 15 minutes | 4 hours | Auto-escalate + SMS to Dept Admin | 2 | |
| P2 — High | 1 hour | 8 hours | Email alert to Dept Admin | 5 | |
| P3 — Medium | 4 hours | 24 hours | Dashboard warning | 8 | |
| P4 — Low | 8 hours | 72 hours | None | 3 |
| Agent | Tickets Handled | Avg Response | Avg Resolution | Transfer Rate | CSAT | SLA Compliance |
|---|---|---|---|---|---|---|
KH Khalid Hassan | 64 | 1h 48m | 4h 22m | 8% | 4.7 ★ | 92% |
FM Fatima Malik | 58 | 2h 10m | 5h 04m | 12% | 4.5 ★ | 88% |
AR Abdulaziz Rashed | 47 | 2h 54m | 6h 12m | 18% | 4.2 ★ | 79% |
| Category | Volume | Avg Resolution | % of Total |
|---|---|---|---|
| Network / VPN | 88 | 3h 12m | 31% |
| Hardware Problem | 72 | 5h 44m | 25% |
| Software / App | 64 | 4h 08m | 23% |
| Access & Permissions | 38 | 2h 22m | 13% |
| Email / Outlook | 22 | 1h 54m | 8% |
| Ticket | Subject | Agent | Priority | Breach Type | Overdue By |
|---|---|---|---|---|---|
| #T-1038 | Exchange server not syncing | Khalid Hassan | P1 | Response | +2h 14m |
| #T-1031 | Outlook keeps crashing | Abdulaziz Rashed | P2 | Resolution | +4h 08m |
| To Department | Count | Top Reason |
|---|---|---|
| Security | 8 | AD / Permissions |
| Facilities | 4 | Physical hardware |
| Finance | 2 | ERP access |
| From Department | Count | Top Reason |
|---|---|---|
| Facilities | 6 | Camera / AV |
| Finance | 3 | ERP tech issues |
| HR | 2 | System access |