Maria · performance dashboard
Helpshift performance for Maria. 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
185
▲ 66.7% vs 7 days earlier
Total New Issues Received
165
▲ 50.0% vs 7 days earlier
Customer Satisfaction (CSAT)
4.33
▲ 15.8% vs 7 days earlier
Time to First Response
3d 5h 18m 49s
▲ 7 days earlier: 1h 14m 29s
First Contact Resolution
7.57%
▲ 741.1% vs 7 days earlier
Waiting on Agent
Maria · open issues waiting for an agent action · age in minutes since last update
| Id | Age (min) | Queue | Updated At | Last Resolved At | Tag 1 |
|---|---|---|---|---|---|
| 460807 | 911 | Default | 2026-10-08 02:06:35 | 2026-10-07 17:14:37 | ai_agent_assist |
| 461656 | 694 | Default | 2026-10-08 05:43:06 | — | account_info |
| 461534 | 528 | Arcade V2 | 2026-10-08 08:29:53 | — | ai_agent_assist |
Hourly New Issues
Maria · last 3 days, UTC
Hourly Issues Resolved
Maria · last 3 days, UTC
Monthly metric trends
Last six months, current month to date.
Average Resolved Tickets Per Day
Maria · resolutions divided by days with at least one resolution
Monthly Avg CSAT
Maria · average customer rating, by month resolved
Monthly FCR
Maria · issues resolved at their first response, by month of first response · last 90 days
Avg of TTTR (minutes) by Month
Maria · minutes from creation to resolution, by month resolved
Monthly Average TTFR
Maria · minutes from creation to resolution for issues resolved in the last 90 days, by month created (labelled TTFR in Sigma)
Underlying Calculations
Maria · by month resolved
| Month | Avg TTTR (min) | Resolutions | Days worked | Per day | Avg feedback rating | Ratings |
|---|---|---|---|---|---|---|
| 2026-10 | 3,242.59 | 584 | 5 | 116.80 | 4.32 | 107 |
| 2026-09 | 9,813.30 | 2,310 | 22 | 105.00 | 3.94 | 322 |
| 2026-08 | 9,680.22 | 2,445 | 23 | 106.30 | 4.20 | 371 |
| 2026-07 | 10,535.03 | 1,704 | 18 | 94.67 | 4.17 | 347 |
TTFR
Maria · issues resolved in the last 90 days, by month created
| Month | Sum of TTTR (min) | Count of Id | TTFR |
|---|---|---|---|
| 2026-10 | 1,510,737 | 524 | 2,883.09 |
| 2026-09 | 13,264,937 | 1,877 | 7,067.09 |
| 2026-08 | 21,103,299 | 2,428 | 8,691.64 |
| 2026-07 | 28,847,479 | 2,123 | 13,588.07 |
| 2026-06 | 1,090,528 | 48 | 22,719.34 |
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.