Cases Overview
Case Pipelines
New Cases
RI
Retro of Issues
Current wait time: 30 minutes
CI
Conversion Issues
Approximate wait: 10 minutes
II
Identify Issue Impact
Anticipated wait: 25 minutes
IR
Identify Issue Resolution
Expected wait: 35 minutes
In Progress
TV
Tech Visionaries
Wait time: 22 minutes
IS
Innovative Solutions
Estimated wait: 28 minutes
FT
Future Tech Alliance
Projected wait: 33 minutes
NG
NextGen Innovators
Anticipated wait: 15 minutes
Pending Info
RI
Retro of Issues
Projected wait: 40 minutes
ID
Identify Dependencies
Estimated wait: 12 minutes
DP
Digital Pioneers
Expected wait: 8 minutes
Closed
RI
Retro of Issues
Current wait time: 24 minutes
CR
Conversion Resolved
Resolved in: 18 minutes
SI
System Integration
Resolved in: 51 minutes
Top Case Drivers
Last 30 Days
54%
Billing
Billing Inquiry 54%
Integration Errors 27%
Account Access 19%
Case Metrics
Average resolution of issues
128
Cases
resolved
resolved
4.66
Avg. CSAT
rating
rating
92%
SLA
compliance
compliance
Leads
Search leads…
Total Leads
1,248
12.5% this month
New This Week
86
8 vs last week
Qualified
312
5.2%
Conversion Rate
24.8%
1.1%
| Lead | Status | Source | Score | Owner | Last Activity | |
|---|---|---|---|---|---|---|
OB Olivia Bennett Northwind Trading | Qualified | Website | 92 | BM | 2h ago | |
ML Marcus Lee Vertex Labs | New | Referral | 64 | AK | 5h ago | |
SM Sofia Marino BlueOrbit Inc | Contacted | 78 | SL | 1d ago | ||
JO James Okafor Helix Systems | Qualified | Webinar | 88 | JM | 1d ago | |
LN Liam Novak Pinnacle Group | New | Website | 71 | AK | 2d ago | |
AR Aisha Rahman Lumen Digital | Contacted | Event | 81 | SL | 3d ago |
Opportunities
Search deals…
Pipeline Value
$1.84M
14.2%
Weighted Forecast
$612K
6.8%
Win Rate
38%
2.1%
Avg Deal Size
$24.6K
3.0%
Discovery3 · $141K
NT
Northwind Trading
Enterprise plan
$48,000
VL
Vertex Labs
Team plan
$32,500
Proposal2 · $82K
HS
Helix Systems
Enterprise plan
$54,000
PG
Pinnacle Group
Pro plan
$28,000
Negotiation2 · $117K
LD
Lumen Digital
Enterprise plan
$76,500
CW
Cobalt Works
Team plan
$41,000
Closed Won2 · $90K
DC
Driftwood Co
Pro plan
$38,000
AR
Apex Retail
Enterprise plan
$52,500
Reports
Last 30 days
Cases Resolved
1,284
9.4%
Avg Resolution
4.2h
12% faster
CSAT Score
4.66
0.2
SLA Compliance
92%
3%
Cases Resolved by Month
Jan – Aug 2026
Resolution Time Trend
Avg hours to close
Cases by Channel
Where customers reach out
42%
Email
Email 42%
Live Chat 31%
Phone 18%
Social 9%
Agent Leaderboard
Cases resolved · last 30 days
Calendar
Search events…
Mon
25
Tue
26
Wed
27
Thu
28
Fri
29
Sat
30
Sun
31
9:00
10:00
11:00
12:00
13:00
14:00
15:00
16:00
17:00
Onboarding Call
9:30 – 10:30
Case Review
14:00 – 15:00
Sync w/ Team-A
11:00 – 12:00
Demo: NextGen
10:00 – 11:30
SLA Review
15:00 – 16:00
1:1 Brian M.
9:00 – 9:45
Retro of Issues
13:00 – 14:30
Billing Review
11:00 – 12:00
Team Standup
16:00 – 16:30
Integration Triage
10:00 – 11:00