Volume — This Week
Tickets Offered
1,427
↑ +116.3% WoW
Tickets w/ Comment
1,635
Updated this week
Via Reassignment
97
Reassigned this week
Monthly Forecast
5,822
Weekly est: 1,227
YTD Highest Week
1,727
All-time high
Resolved in 24 hrs
84.78%
↑ Trending up
Monthly volume by work type
25
Showing all 25 months · All combined
This week — forecast vs actual
SLA & Quality
Overall SLA
100%
↑ +11.1% WoW · Desired: 90%
Quality Score
97.86%
↑ +3.01% WoW · Desired: 95%
Audit Avg Score (all time)
99.52%
12,121 tickets audited
Pass Rate (all time)
98.10%
11,891 passing
May 2026 Score
99.49%
140 tickets scored
RCA Health
Stable
0 recurrences this week
Monthly quality score
18 mo
SLA by work type
Desired: 90% · YTD highest: 100%
Average Handling Time
Agent ONB AHT
71 min
Zendesk: 76 min
Staff ONB AHT
44 min
Trailing 6w: 42 min
UTM ONB AHT
19 min
Trailing 6w: 20 min
Agent OFFB AHT
16 min
Zendesk: 18 min
Staff OFFB AHT
15 min
Trailing 6w: 15 min
Misc AHT
18 min
Trending: 14 min
Consumer T1 AHT
6 min
Zendesk: 4 min
Acct Deletion AHT
4 min
134 processed
AHT trend — Agent onboarding
25
AHT trend — Offboarding
25
This week — AHT by work type (minutes vs ticket count)
AHT (mins)
Ticket count
Staffing & Capacity
Utilized FTE
25
↑ +31.6% over approved 19
Approved FTE
19
Baseline headcount
WoW HC Trend
23
vs 25 utilized this wk
YTD Peak HC
26
All-time high
Billed Hours (Apr 26)
4,016
hrs this month
Listing Support HC
5
Req'd for Apr 26
Forecasted vs required vs peak HC
All
Forecasted
Required
Peak day
Billed hours — monthly
25
Program Performance — Week of May 4, 2026
Onboarding performance by category
| Category | Projected | Processed | Delta | Quality | AHT | SLA |
|---|
| Agent (LTM) | 147 | 196 | +33.3% | 99% | 71 min | 100% |
| Staff | 98 | 54 | -44.9% | 99% | 44 min | 100% |
| UTM | 74 | 49 | -33.8% | 99% | 19 min | 100% |
| Miscellaneous | 638 | 963 | +50.9% | 98% | 18 min | 100% |
| Consumer T1 | 123 | 108 | -8.9% | 100% | 6 min | 100% |
| Consumer T2 | — | 4 | — | 100% | 11 min | 100% |
Offboarding performance by category
| Category | Projected | Processed | Delta | Quality | AHT | SLA |
|---|
| Agent offboarding | 110 | 119 | +8.2% | 98% | 16 min | 100% |
| Staff offboarding | 61 | 35 | -42.6% | 98% | 15 min | 100% |
| Accts deletion (30d) | — | 134 | — | — | 4 min | ✓ |
Ad Hoc Projects
Monthly ad hoc hours — Jul 2025 → Apr 2026
1,000
April 2026 ad hoc projects — current month
0+
Total: 729 hrs
Customer Satisfaction — Week of May 4, 2026
CSAT Score
93.94%
31 / 33 good ratings
Total Feedbacks
33
This week
Good Ratings
29
87.9% pure good
Good w/ Comment
4
Detailed positive
Bad w/ Comment
2
Docusign · Okta SCIM
SATs This Week
95.12%
39 / 41 passing
Satisfaction breakdown
Good
Good w/ comment
Bad w/ comment
Highlights & wins this week
- Redfin Syndication Analysis report created — GSheet & GDoc with root causes & solutions
- Banned listings vetting: daily on-market, list price, sale price, current status
- AWP Contact Us & Headshots/Bio programs starting May 18
- SATs: 39/41 (95.12%) — LTMs: 110 including Bray RE bulk (93 tickets)
- No backlog — 24h resolution trending at 84.78%
- Single-day influx May 7: 136 onboardings processed
Historical Volume — Month over Month