PALM & Zendesk Dashboard
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Total Tickets
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All channels
Resolved
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Action needed
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Waiting on customer
Backlog %
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CSAT Score
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CSAT Response Rate
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First Response SLA (<4hrs)
Full Resolution SLA (<3 days)
First Contact Resolution
Volume & Trends
Quality Metrics
Weekly/Monthly Trends
Issue Categories
Agent & Channel
Insights
Weekly Ticket Volume by Team
Tickets by Team
Ticket Status
Weekly Trend Comparison
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Monthly Trend Comparison
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Issue Category Treemap (SIC1 → SIC2 → SIC3)
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SIC Level 1 (Category)
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SIC Level 2 (Sub-category)
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SIC Level 3 (Source Issue Code - Detail)
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Uber Reason for Contact
Agent Performance Scorecard
Tickets by Email Channel
Contacting Personnel Type
First Response Time SLA
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Full Resolution Time SLA
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Customer Sentiment
Proactive Communication
Escalation Breakdown
First Contact Resolution