Jenny · performance dashboard
Helpshift performance for Jenny. Tiles compare the latest complete day with the same weekday one week earlier; sparklines cover the last 30 days.
Daily metric trends
Total Issues Resolved
85
▲ 6.2% vs 7 days earlier
Total New Issues Received
84
▼ 7.7% vs 7 days earlier
Customer Satisfaction (CSAT)
4.29
▲ 3.9% vs 7 days earlier
Time to First Response
4d 13h 29m 56s
▲ 7 days earlier: 1d 4h 22m 4s
First Contact Resolution
4.71%
▲ 276.8% vs 7 days earlier
Waiting on Agent
Jenny · open issues waiting for an agent action · age in minutes since last update
| Id | Age (min) | Queue | Updated At | Last Resolved At | Tag 1 |
|---|---|---|---|---|---|
| 460100 | 9,697 | Emails | 2026-10-01 23:40:29 | — | account_delete |
| 460102 | 9,696 | Emails | 2026-10-01 23:41:45 | — | account_delete |
| 460104 | 9,695 | Emails | 2026-10-01 23:42:59 | — | account_delete |
| 461250 | 5,767 | Emails | 2026-10-04 17:10:37 | — | account_delete |
| 461252 | 5,765 | Emails | 2026-10-04 17:12:03 | — | account_delete |
| 462470 | 1,083 | Arcade V2 | 2026-10-07 23:14:56 | 2026-10-07 23:00:18 | ai_agent_assist |
Hourly New Issues
Jenny · last 3 days, UTC
Hourly Issues Resolved
Jenny · last 3 days, UTC
Monthly metric trends
Last six months, current month to date.
Average Resolved Tickets Per Day
Jenny · resolutions divided by days with at least one resolution
Monthly Avg CSAT
Jenny · average customer rating, by month resolved
Monthly FCR
Jenny · issues resolved at their first response, by month of first response · last 90 days
Avg of TTTR (minutes) by Month
Jenny · minutes from creation to resolution, by month resolved
Monthly Average TTFR
Jenny · minutes from creation to resolution for issues resolved in the last 90 days, by month created (labelled TTFR in Sigma)
Underlying Calculations
Jenny · by month resolved
| Month | Avg TTTR (min) | Resolutions | Days worked | Per day | Avg feedback rating | Ratings |
|---|---|---|---|---|---|---|
| 2026-10 | 2,402.42 | 485 | 5 | 97.00 | 4.24 | 90 |
| 2026-09 | 4,106.59 | 2,185 | 22 | 99.32 | 4.32 | 427 |
| 2026-08 | 7,655.55 | 2,535 | 22 | 115.23 | 4.46 | 514 |
| 2026-07 | 9,339.38 | 1,859 | 24 | 77.46 | 4.25 | 328 |
| 2026-06 | 8,311.59 | 1,987 | 27 | 73.59 | 4.29 | 397 |
| 2026-05 | 2,592.91 | 1,969 | 20 | 98.45 | 4.47 | 490 |
TTFR
Jenny · issues resolved in the last 90 days, by month created
| Month | Sum of TTTR (min) | Count of Id | TTFR |
|---|---|---|---|
| 2026-10 | 816,939 | 434 | 1,882.35 |
| 2026-09 | 5,471,402 | 2,044 | 2,676.81 |
| 2026-08 | 11,847,588 | 2,227 | 5,319.98 |
| 2026-07 | 23,574,079 | 1,787 | 13,191.99 |
| 2026-06 | 1,209,874 | 48 | 25,205.70 |
About these numbers
The five daily tiles read Helpshift's agent analytics and the monthly and hourly charts read its per-issue analytics, the same sources the Sigma report used. The Waiting on Agent table is a count of the state at generation time. Recent months can sit slightly above a Sigma export taken earlier because issues keep being resolved. "Monthly Average TTFR" and the "TTFR" table are kept as Sigma built them: minutes from creation to resolution, not first response.