Customer Support Quality & SLA Dashboard
Operational review and rubric evaluation calibrated to Shiptheory's support ethos: 5m first reply, 12h resolution, proactive account inspection ("Don't ask questions to questions"), and phone ownership.
Team Quality Score
76.5
Calibrated 100-point rubric average across all tickets
Solid
5-Min FRT Compliance
22.5%
First response within ≤ 5 minutes (Avg: 28.0m)
Strict 5m Target
12-Hour Resolution SLA
63.0%
Tickets resolved and closed within ≤ 12 hours (Avg: 9.5h)
Target: ≤ 12h
Tone & Empathy
4.9 / 5.0
Warehouse awareness, politeness, and customer respect
Highest Rated
Quality Band Distribution
Strong (85–100): 6
Solid (70–84): 33
Needs Work (55–69): 13
Intervene (<55): 1
| Ticket ID | Agent | Subject & Merchant | Category | FRT SLA (≤5m) | Resolution (≤12h) | Score | Band |
|---|