Service Analytics
Performance metrics and SLA compliance tracking
18%
4.2 days
Avg Resolution Time
Target: < 7 days
25%
2.4 min
First Response Time
Target: < 5 min
8%
91%
SLA Compliance
Target: > 95%
12%
68%
AI Resolution Rate
Target: > 70%
Resolution Trend
Complaints opened vs resolved over time
Resolved
Opened
SASRA SLA Compliance
21-day resolution compliance rate
Current Compliance91%
By Category
Complaint distribution
Loans35%
Accounts25%
Technical20%
Dividends12%
Other8%
Agent Performance
Team member metrics this month
| Agent | Resolved | Avg Time | Satisfaction |
|---|---|---|---|
| Jane Wanjiku | 45 | 2.1 days | 94% |
| Peter Omondi | 38 | 2.8 days | 89% |
| Grace Muthoni | 42 | 2.4 days | 92% |
| David Kamau | 35 | 3.1 days | 87% |