Total Complaints
372
12%vs yesterday
Open / In Progress
83
5%vs yesterday
Resolved Today
48
18%vs yesterday
Escalated
12
3%vs yesterday
Sentiment Overview
View Details →Positive
156
42% of total
Neutral
130
35% of total
Negative
86
23% of total
SLA & KPI Performance
Avg First Response
4.2 min
Target: < 5 min — ✓ On Track
Avg Resolution TAT
2.8 hrs
Target: < 4 hrs — ✓ On Track
SLA Compliance
87%
Target: > 90% — ✗ Needs Attention
Escalation Rate
8.2%
Target: < 5% — ✗ Needs Attention
Complaints by Business Vertical
Retail
Total
89
Resolved
71
Pending
18
Beverages
Total
64
Resolved
45
Pending
19
Ice Cream
Total
52
Resolved
48
Pending
4
Merchandise
Total
38
Resolved
30
Pending
8
E-commerce
Total
95
Resolved
67
Pending
28
Distributors
Total
34
Resolved
28
Pending
6
Escalation Alerts
3 ActiveESC-0041 — Ahmed Khan
Product quality — Beverages
Negative
Breached (2h overdue)
12 min ago
ESC-0039 — Sara Malik
Delivery delay — E-commerce
Negative
At risk (15 min left)
28 min ago
ESC-0037 — Usman Ali
Wrong item — Retail
Neutral
At risk (32 min left)
45 min ago
Recent Complaints
| ID | Customer | Vertical | Category | Shop/Outlet | Status | Priority | Sentiment | Agent | Time |
|---|---|---|---|---|---|---|---|---|---|
| GF-2026-0372 | Fatima Noor | Retail | Product Quality | Gourmet Gulberg | In Progress | High | Negative |
Ali Raza | 10:42 AM |
| GF-2026-0371 | Bilal Ahmed | E-commerce | Delivery Delay | Online | Open | Medium | Neutral |
Unassigned | 10:38 AM |
| GF-2026-0370 | Ayesha Siddiqui | Ice Cream | Packaging Issue | Gourmet MM Alam | Resolved | Low | Positive |
Sara Khan | 10:30 AM |
| GF-2026-0369 | Hassan Rauf | Beverages | Foreign Object | Gourmet Johar Town | Escalated | Critical | Negative |
Team Lead | 10:25 AM |
| GF-2026-0368 | Zainab Asif | Merchandise | Pricing Error | Gourmet DHA | In Progress | Medium | Neutral |
Usman Tariq | 10:18 AM |
Showing 1-5 of 372 complaints