Performance Overview
-1.2% vs last period
SLA Compliance Rate
87.4%
Target: 90% · -2.6% gap
-0.4h improvement
Mean Time to Resolve
3.8h
Across all severities
+4% vs last period
First Contact Resolution
72%
Target: 70% · On track
+18% vs last period
Total Tickets
482
341 resolved · 141 open
+3 vs last period
P1 SLA Breaches
7
3 in last 48 hours
-$4 vs last period
Avg Resolution Cost
$38
Per ticket (labor only)
Ticket Volume vs. Resolved — 30 Days
Daily submitted and resolved ticket counts
SLA Compliance by Category
% tickets resolved within SLA
Ticket Distribution by Category & Severity
Stacked view of open tickets across categories
Technician Performance
Last 30 days · Ranked by SLA adherence