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
105
▼ 7.1% vs 7 days earlier
Total New Issues Received
129
▲ 10.3% vs 7 days earlier
Customer Satisfaction (CSAT)
3.33
▼ 9.3% vs 7 days earlier
Time to First Response
1d 19h 35m 23s
▲ 7 days earlier: 8h 26m 10s
First Contact Resolution
11.43%
▲ 545.8% 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 |
|---|---|---|---|---|---|
| 462711 | 905 | Default | 2026-10-09 00:13:05 | 2026-10-08 22:55:03 | ai_agent_assist |
| 462835 | 872 | Rent Redemption | 2026-10-09 00:46:36 | — | ai_agent_assist |
| 462705 | 871 | Arcade V2 | 2026-10-09 00:47:28 | — | ai_agent_assist |
| 462163 | 860 | Rent Redemption | 2026-10-09 00:58:17 | 2026-10-09 00:27:55 | ai_agent_assist |
| 462818 | 837 | Default | 2026-10-09 01:21:32 | 2026-10-08 23:04:37 | ai_agent_assist |
| 462128 | 805 | Default | 2026-10-09 01:53:16 | — | ai_agent_assist |
| 461923 | 798 | Rent Redemption | 2026-10-09 02:00:49 | 2026-10-08 23:25:53 | ai_agent_assist |
| 462719 | 721 | Arcade V2 | 2026-10-09 03:17:52 | — | ai_agent_assist |
| 461865 | 677 | Surveys | 2026-10-09 04:01:46 | — | ai_agent_assist |
| 462777 | 659 | Default | 2026-10-09 04:19:59 | — | ai_agent_assist |
| 462643 | 658 | Default | 2026-10-09 04:20:30 | — | ai_agent_assist |
| 461927 | 594 | Rent Redemption | 2026-10-09 05:24:25 | — | ai_agent_assist |
| 462644 | 526 | Default | 2026-10-09 06:32:49 | 2026-10-08 22:53:06 | ai_agent_assist |
| 460907 | 511 | Default | 2026-10-09 06:47:45 | — | ai_agent_assist |
| 462495 | 380 | Rent Redemption | 2026-10-09 08:58:04 | 2026-10-09 00:40:36 | 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 | 3,082.26 | 702 | 7 | 100.29 | 4.15 | 124 |
| 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 | 1,780,816 | 642 | 2,773.86 |
| 2026-09 | 13,264,937 | 1,877 | 7,067.09 |
| 2026-08 | 21,103,299 | 2,428 | 8,691.64 |
| 2026-07 | 28,635,878 | 2,099 | 13,642.63 |
| 2026-06 | 859,780 | 35 | 24,565.14 |
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.