Line Chart: Daily ticket volume by department
Sankey/Flow Diagram: ticket transfers between departments
Top Transfer Routes
| From | | To | Count | Avg Resolution after Transfer |
|---|
| IT Support | → | Finance | 18 | 6.4h |
| HR | → | IT Support | 12 | 3.1h |
| Facilities | → | Procurement | 9 | 11.2h |
| IT Support | → | HR | 7 | 4.8h |
Grouped Bar Chart: Response Time, SLA %, CSAT by department
| Department | Open | Closed (30d) | Avg Response | SLA % | CSAT | Breaches |
|---|
| IT Support | 143 | 782 | 2.1h | 94% | 4.8★ | 8 |
| HR | 67 | 423 | 5.3h | 88% | 4.5★ | 9 |
| Finance | 29 | 214 | 4.8h | 91% | 4.6★ | 4 |
| Facilities | 18 | 198 | 3.2h | 96% | 4.9★ | 2 |
| Procurement | 22 | 151 | 8.1h | 87% | 4.2★ | 11 |
1
AR
Ahmed Al-Rashidi
IT Support · Dept Admin
3
KM
Khalid Mansour
IT Support · Agent
Radar: Resolution, Speed, CSAT, SLA
Stacked Area: New / Resolved / Backlog over time
+12%
Volume vs prev period
Mon–Tue
Peak submission days
Bar Chart: Breaches by department and priority
| Ticket | Department | Priority | Agent | Breach Type | Breach By |
|---|
| GT-1038 | Procurement | P2 | Hassan Q. | First Response | +4.5h |
| GT-1025 | HR | P3 | Nora A. | Resolution | +12h |
| GT-1011 | Procurement | P2 | Hassan Q. | First Response | +2.2h |
Oldest Unresolved Tickets
| Ticket | Subject | Dept | Priority | Age | Agent | SLA |
|---|
| GT-0987 | ERP access issue for new team | IT Support | P2 |
14d 6h | Unassigned | BREACH |
| GT-1003 | Procurement contract renewal | Procurement | P3 |
9d 2h | Hassan Q. | BREACH |
| GT-1012 | Office move request for dept B | Facilities | P3 |
6d 14h | Reem S. | AT RISK |
3 bottlenecks detected in the last 30 days. Review and take action to improve ticket flow.
Critical
Procurement — Unassigned Queue
22 tickets unassigned for more than 4h. Only 4 agents in department, 2 currently away.
Warning
IT Support — P2 Escalation Delay
Average time to escalate P2 tickets is 6.2h vs target of 2h.
Info
HR — Monday Spike
Monday submissions are 3× the daily average. Consider adjusting staffing on Mondays.
| Report | Frequency | Recipients | Format | Last Sent | Status | Actions |
|---|
| Weekly Org Summary | Every Monday 7 AM |
super@gulftech.sa, ceo@gulftech.sa | PDF + Excel | Mon 24 Jun |
Active |
|
| SLA Breach Daily Alert | Daily 6 PM |
it-head@gulftech.sa | Email Summary | Today |
Active |
|
| Monthly Agent Performance | 1st of month |
dept-heads@gulftech.sa | Excel | 1 Jun 2025 |
Active |
|
| Report | Requested By | Date | Format | Size | Status | Download |
|---|
| Org Dashboard — June 2025 | Super Admin | 27 Jun 2025 10:14 | PDF | 2.4 MB | Ready | |
| Agent Performance — May 2025 | Super Admin | 01 Jun 2025 08:00 | Excel | 1.1 MB | Ready | |
| SLA Breach Analysis — Q1 | Super Admin | 01 Apr 2025 08:00 | PDF | 3.8 MB | Ready | |
| Volume Trends — Q4 2024 | Super Admin | 01 Jan 2025 08:00 | Excel | 890 KB | Ready | |