Contact Centre
Volumes, SLA and per-agent performance
Received
1,842+9%
Handled
1,706+11%
Open backlog
136−12
First response
42m−6m
Avg handle time
7m 12s−22s
Resolution time
4.1h−0.4h
SLA achievement
89%−2pp
First-contact resolution
72%+3pp
Reopened
4.2%+0.4pp
Escalation rate
8.1%−0.6pp
AI acceptance
76%+8pp
Quality score
4.3+0.1
Responses per agent
Team leaderboard
1. UK & Ireland94% SLA · 4.5 QA
2. EU Central92% SLA · 4.4 QA
3. EU West89% SLA · 4.2 QA
4. EU South87% SLA · 4.3 QA
Agent leaderboard
| Agent | Team | Handled | Avg response | SLA | QA score | Post-sentiment | Escalation | AI acceptance |
|---|---|---|---|---|---|---|---|---|
| SMSofia Marchetti | EU South | 187 | 42m | 94% | 4.6 | 78% | 6% | 82% |
| JWJames Whitfield | UK & Ireland | 214 | 38m | 91% | 4.4 | 74% | 9% | 76% |
| ADAmélie Dubois | EU West | 168 | 51m | 88% | 4.3 | 71% | 11% | 70% |
| LBLukas Braun | EU Central | 196 | 34m | 96% | 4.7 | 81% | 4% | 88% |
| PSPriya Shah | UK & Ireland | 152 | 47m | 86% | 4.1 | 68% | 13% | 65% |
| DFDiego Fernández | EU South | 174 | 44m | 90% | 4.4 | 73% | 8% | 79% |
| NÓNora Ólafsdóttir | EU Central | 141 | 55m | 83% | 3.9 | 64% | 15% | 61% |
| MLMarcus Lindqvist | EU West | 203 | 39m | 93% | 4.5 | 77% | 7% | 84% |