Operations overview
Support Analytics
A clearer view of team performance and customer care.
Matched replies
131
Illustrative historical sample
Gwen's replies
75
Signature attributed
Hanna's replies
56
Signature attributed
Agents monitored
2
Gwen & Hanna
Average elapsed response time
Preliminary sample · Minutes · Not shift-adjusted
Long delays and incomplete history can skew averages. This chart is not a performance ranking.
Agent summary
Attributed by message signature
G
Gwen
Day shift · flexible overtime
75Matched replies
H
Hanna
Overnight shift
56Matched replies
🔒 Before connecting real data, we'll add secure logins and agent-specific access controls.
Coming next
Planned capabilities for the complete Calhealing dashboard
◷ Working-hour response times
Shift-aware calculations that account for handovers and overtime.
◇ SOP quality reviews
Identify cases needing review for refunds, cancellations and customer care.
♙ Private agent views
Abdel sees all reports; Gwen and Hanna see only their own data.