Complaint Management → Agent Performance & Volume Strategy

Agent Performance & Volume Strategy

Total Agents Online
18
of 24 total agents
Avg Workload
6.2
complaints per agent
Overloaded Agents
3
more than 12 active complaints
Avg Resolution TAT
2.8h
across all agents today
AR
Ali Raza
Retail · Senior Agent
Busy
Active
14
Resolved
22
Escalated
3
Workload93% — Overloaded
Avg TAT: 3.1h SLA: 82% CSAT: 4.1/5
SK
Sara Khan
Ice Cream · Agent
Online
Active
5
Resolved
31
Escalated
1
Workload42% — Normal
Avg TAT: 1.8h SLA: 96% CSAT: 4.7/5
UT
Usman Tariq
Merchandise · Agent
Busy
Active
13
Resolved
18
Escalated
2
Workload87% — Overloaded
Avg TAT: 3.4h SLA: 79% CSAT: 3.9/5
FK
Fatima Khan
Retail · Agent
Online
Active
7
Resolved
25
Escalated
0
Workload58% — Moderate
Avg TAT: 2.2h SLA: 91% CSAT: 4.5/5
MH
Maham Hassan
E-commerce · Agent
Online
Active
9
Resolved
29
Escalated
2
Workload75% — Moderate
Avg TAT: 2.5h SLA: 88% CSAT: 4.3/5
KR
Kashif Rehman
Distributors · Agent
Offline
Active
0
Resolved
12
Escalated
1
Workload0% — Offline
Avg TAT: 3.9h SLA: 74% CSAT: 3.8/5

Department-wise Efficiency — Today

Department Agents Online Queue Size Avg Handle Time Avg TAT SLA Compliance CSAT Score Status
Retail 12 / 15 28 8.4 min 2.5h
89%
 4.3/5 Normal
Beverages 3 / 8 41 18.2 min 7.8h
45%
 2.9/5 Critical
Ice Cream 6 / 6 8 6.1 min 1.8h
94%
 4.6/5 Excellent
Merchandise 4 / 4 12 10.5 min 3.1h
78%
 4.0/5 Monitor
E-commerce 15 / 15 35 9.2 min 2.2h
85%
 4.1/5 Monitor
Distributors 5 / 5 9 12.1 min 4.0h
72%
 3.8/5 Monitor

Volume-Based Handling Strategy

Define how the system handles complaints based on incoming volume thresholds. Rules apply per department.

HIGH VOLUME
Trigger: > 20 complaints/hr per dept
High Volume Response Protocol
1
AI bot handles all tier-1 queries and FAQs — no agent required
2
Dedicated overflow team activated from standby pool
3
AI filtering: only escalations and critical complaints routed to senior agents
4
SLA timers auto-extended by 20% with customer notification SMS
5
Team Lead notified via WhatsApp + in-app alert
LOW VOLUME
Trigger: < 5 complaints/hr per dept
Low Volume Standard Workflow
1
Normal IVR → AI bot → agent assignment flow
2
Each agent handles full complaint lifecycle independently
3
Idle agents pulled into cross-department support pool
4
Standard SLA timers active
SURGE
Trigger: > 50 complaints/hr system-wide
Surge Protocol — Emergency Mode
1
All available agents across all departments activated
2
AI handles 100% of FAQs and complaint logging — agents resolve only
3
Callback queue activated — customers offered 2-hour callback window
4
Dept Heads notified immediately. Weekly report auto-generated post-surge.
Live Queue Monitor LIVE
Auto-refreshes every 30 seconds
Retail
Waiting8
Agents Online12
Avg Wait1m 12s
SLA At Risk2
Beverages ⚠
Waiting41
Agents Online3
Avg Wait18m 32s
SLA Breached14
Ice Cream
Waiting3
Agents Online6
Avg Wait48s
SLA At Risk0
Merchandise
Waiting7
Agents Online4
Avg Wait4m 20s
SLA At Risk3
E-commerce
Waiting19
Agents Online15
Avg Wait5m 08s
SLA At Risk6
Distributors
Waiting4
Agents Online5
Avg Wait3m 45s
SLA At Risk1