Tech Support Dashboard
Technical Support Performance
15/18 Support Engineers Active
All Systems Operational
Resolution Rate
92%
↑ 3% vs target
Avg Resolution Time
42m
↑ 5m vs target
Open Tickets
127
↑ 12 vs average
First Contact Resolution
78%
↑ 5% vs last week
Active Support Engineers
Alex Chen
On Call
Resolved: 12/15
SLA: 95%
Sarah Kim
Available
Resolved: 10/15
SLA: 92%
James Wilson
Remote Session
Resolved: 11/15
SLA: 94%
Maria Garcia
On Break
Resolved: 8/15
SLA: 88%
Critical Incidents
Database Performance
3 customers affected
API Response Time
Above threshold
Support Performance Trends
Ticket Volume
245
↑ 15 vs avg
SLA Compliance
94%
↑ 2% vs target
Escalation Rate
8%
↓ 2% vs target