The Isha Report

Executive IT Performance Dashboard - Real-time SLA analytics and team insights

SLA Compliance Rate

Last 7 days

Avg Resolution Time

Business hours

Tickets Resolved

Last 7 days

SLA Breaches

Last 7 days

📊 SLA Performance Analytics - Daily Trend Analysis

Stacked bars show ticket volume • Orange line tracks compliance percentage

Team Capacity & Utilization

Individual capacity: Seth/Raymond (10/day), Justin (5/day)

😊 Customer Satisfaction Metrics

Based on ticket ratings and feedback

Overall Rating

Customer experience

Response Time

Speed satisfaction

Resolution Quality

Solution effectiveness

Communication

Clarity & helpfulness

📊 Breach Reason Analysis

Distribution of SLA violations vs agent-selected breach reasons

SLA Violation Types

Agent-Selected Reasons

🔄 Open & Pending Tickets (All Active Tickets)

Ticket ID

Subject

Assignee

Status

Created

SLA Status

Time Remaining

SLA Violation

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📋 SLA Breached Tickets (Last 7 Days)

Ticket ID

Subject

Assignee

Status

Created

Resolution Time

SLA Violation

Breach Reason

Details

Connect to Zendesk to load ticket data

📄 IT Department Contract Renewals

Name

Exp. Date

Contract Amount

Current Status

Contract Type

Contract Review Status

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