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Volume, response times and satisfaction for Northpine Outfitters. Today counts up to 10:24 AM.

Volume

Tickets created vs solved

Created
4,171
Sep 21 – Oct 20
Solved
4,101
98% of created
Backlog change
+70
created minus solved
Per day
139
average created

Created and solved

Sep 21 – Oct 20

Sep 21: Created 189 · Solved 180Sep 22: Created 156 · Solved 159Sep 23: Created 155 · Solved 150Sep 24: Created 140 · Solved 142Sep 25: Created 137 · Solved 137Sep 26: Created 74 · Solved 72Sep 27: Created 83 · Solved 79Sep 28: Created 184 · Solved 180Sep 29: Created 176 · Solved 178Sep 30: Created 153 · Solved 155Oct 1: Created 159 · Solved 157Oct 2: Created 131 · Solved 126Oct 3: Created 74 · Solved 74Oct 4: Created 94 · Solved 96Oct 5: Created 190 · Solved 190Oct 6: Created 177 · Solved 174Oct 7: Created 164 · Solved 158Oct 8: Created 149 · Solved 150Oct 9: Created 138 · Solved 135Oct 10: Created 85 · Solved 83Oct 11: Created 91 · Solved 92Oct 12: Created 187 · Solved 189Oct 13: Created 187 · Solved 188Oct 14: Created 177 · Solved 174Oct 15: Created 163 · Solved 157Oct 16: Created 143 · Solved 140Oct 17: Created 77 · Solved 74Oct 18: Created 89 · Solved 87Oct 19: Created 194 · Solved 186Oct 20: Created 55 · Solved 39
  • Created
  • Solved

By channel

4,171 tickets

  • Email1,76842%
  • Live chat1,35432%
  • Social61015%
  • Phone43911%

Response times · median, by week

First reply and resolution

First reply 36 min

Down5.3% vs 38 min last week

Aug 24 · First reply (min): 58Aug 31 · First reply (min): 55Sep 7 · First reply (min): 51Sep 14 · First reply (min): 49Sep 21 · First reply (min): 46Sep 28 · First reply (min): 44Oct 5 · First reply (min): 41Oct 12 · First reply (min): 38Now · First reply (min): 36Goal 45 min: 45
  • First reply (min)
  • Goal 45 min

Resolution 16.4 h

Down3.0% vs 16.9 h last week

Aug 24 · Resolution (h): 22Aug 31 · Resolution (h): 21Sep 7 · Resolution (h): 20Sep 14 · Resolution (h): 20Sep 21 · Resolution (h): 19Sep 28 · Resolution (h): 18Oct 5 · Resolution (h): 18Oct 12 · Resolution (h): 17Now · Resolution (h): 16

Satisfaction · last 30 days

CSAT

Weekly CSAT

Share of ratings 4–5

93%705 of 756 ratings

Aug 24 · CSAT %: 88%Aug 31 · CSAT %: 89%Sep 7 · CSAT %: 89%Sep 14 · CSAT %: 90%Sep 21 · CSAT %: 91%Sep 28 · CSAT %: 90%Oct 5 · CSAT %: 92%Oct 12 · CSAT %: 93%Now · CSAT %: 91%Goal 90%: 90%
  • CSAT %
  • Goal 90%
  • Satisfied (4–5)70593%
  • Not satisfied (1–3)517%

By agent

Solved tickets add up with Pip's 492 to 4,101.

AgentSolvedFirst replyOne-touchCSAT
Hana Kobayashi54522 min71%95%
Theo Marchetti51129 min66%94%
Nell Ashworth47733 min69%93%
Rafael Duarte44341 min62%90%
Ada Okafor30724 min58%95%
Kofi Mensah30638 min52%95%
Greta Holm30635 min49%94%
Sami Haddad23827 min73%94%
Arjun Rao23857 min38%88%
Inès Moreau20446 min41%93%
Maya Castellanos3452 min45%86%
Pip (answer bot)492——12% deflection
Team total4,10136 min93%

When tickets arrive

Average tickets created per hour, Sep 21 – Oct 18 (Central)

Top tags

Tickets this week (Oct 12 – 20)

  1. 1order-status9
  2. 2warranty9
  3. 3boots8
  4. 4product-question8
  5. 5refund7
  6. 6return7
  7. 7vip7
  8. 8jacket5
  9. 9tent5

Tags come from agents, macros and Route by topic.