Inbox
,Workflow
Kanban
The same queue laid out by state. Columns follow the state machine, so a card only moves where a legal transition exists.
Quality
CSAT report
Six responses from seven eligible tickets. The denominator is on every card because a satisfaction score without a response rate is a story, not a measurement.
Average CSAT by week
weeks without responses are omittedResponse mix
, Agent performance
resolved tickets · CSATComments worth reading
lowest score firstConfiguration
SLA settings
Business hours, holidays and the two targets per priority. The demo reads these values directly from the SLA engine.
Policies
business minutesPausing is on for every priority: while a ticket waits on the customer, both clocks stop. The target itself does not move.
Business calendar
, How the clock works
A ticket created at 17:50 on Friday with a 30-minute urgent target is due at 08:20 on Monday, not at 18:20 on Friday. Holidays are closed days. Time in Pending customer is subtracted from both elapsed time and the pause count.
remaining = target − businessMinutes(createdAt → now, open hours) + customerPause