Support Reports
Last 30 days · updated
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Open cases
—
across all teams
Resolved (period)
—
—
Avg resolution
—h
from submission to resolved
CSAT score
—/5
— ratings in period
AI triage accuracy
—%
acceptance rate
Case volume
Opened vs. resolved, by day.
Opened
Resolved
Open cases by team
Current snapshot, not time-windowed.
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Open cases by priority
Urgent + High surface first.
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SLA status
"At risk" = SLA due within the next 4 hours and still open.
"Breached" = SLA past and still open.
—
On track
—
At risk (≤ 4h)
—
Breached
Case type
Created in period — support issues vs roadmap enhancements.
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Escalations
Cases escalated in period, by priority + common reasons.
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How resolved cases closed out
The why behind each resolution — signal for engineering post-mortems
and for spotting whether problems are fixes vs docs vs user-error patterns.
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AI triage edit distribution
How much the agent had to edit the AI's suggested reply before sending.
0 approvals in period
Agent performance
Per-agent rollup over the selected period.
Top 20 by activity (open + resolved). Median is the more honest
summary for time-on-case data — single long-runners can drag the mean.
Sort:
| Agent | Open | Resolved | First-resp (med) | Resolution (med) | Escalations | CSAT |
|---|---|---|---|---|---|---|
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SurgiCalendar Support Reports · MVP v1 · data sourced live from the case store