Performance Report
Response times, conversion rates, and SLA metrics
First Response Time
On Target
2.4h
Target: < 4h
Quote Delivery
On Target
18h
Target: < 24h
Quote Acceptance Rate
Below Target
78%
Target: > 80%
Customer Satisfaction
Excellent
4.8
Target: > 4.5
Response Time Distribution
156 requests
0-1h
1-2h
2-3h
3-4h
4-5h
5-6h
6-8h
8-12h
12-24h
24-48h
48h+
Within SLA (<4h)
87%
Median
2.1h
95th Percentile
6.8h
Conversion Funnel
Last 30 days
Requests
156
100%
Quoted
140
89.7%
Approved
122
78.2%
Booked
109
69.9%
Quote → Book Rate
77.9%
Lost Requests
47
Pending
18
Agent Performance
| Agent | Requests Handled | Avg. Response | Quote Rate | Conversion | Revenue | Satisfaction |
|---|---|---|---|---|---|---|
|
JD
Jane Doe
Senior Agent
|
48
+12%
|
1.8h
|
94% |
82%
|
€86,420 | |
|
MS
Mike Smith
Agent
|
42
+8%
|
2.2h
|
91% |
79%
|
€72,180 | |
|
LB
Lisa Brown
Agent
|
38
-3%
|
3.1h
|
88% |
74%
|
€58,340 | |
|
TW
Tom Wilson
Junior Agent
|
28
+22%
|
3.5h
|
85% |
71%
|
€41,580 |