Welcome back
Maria Santos, Senior Support Agent
Key Metrics
CSAT Score
4.3/5
Avg Resolution
4.2h
Ticket Backlog
127
First Response
8 min
Insights
Self-service KB deflecting 30% of tickets
New knowledge base articles reduced SSO-related tickets by 42%. Customers resolving issues without agent contact.
OAuth token refresh failures trending up
5 reports in the last 24 hours. May indicate a platform-level issue. Engineering notified for investigation.
Enterprise onboarding volume spike expected
3 new enterprise accounts onboarding next week. Prepare dedicated support channels and escalation paths.
Health Status
Quick Actions
Key Knowledge Units
SSO/SAML Integration Troubleshooting Guide v3.0
Top 5 SSO issues (covers 80% of tickets): (1) Certificate expired — check IdP cert validity, customer self-service renew...
Escalation Matrix & SLA Tiers
P1 Critical (service down): 15min response, 4hr resolution, page on-call engineer + notify VP. P2 Major (feature broken)...
API Rate Limiting: Customer Communication Template
Rate limits: Free 100 req/min, Growth 1000 req/min, Enterprise 5000 req/min. Common trigger: batch imports exceed limit....