Overview
Track FRT/ART, backlog, reopen rate, and SLA hit/miss by queue, team, and agent.
Problem
Support leaders lack consistent visibility across queues and channels; manual exports lag behind reality.
Solution
InsightLake models Agent Desk events into daily facts with SLA metrics and per-agent scorecards embedded back into the Desk UI.
How it works
Enable the Support Ops template. Drill into queues and agents, monitor backlog trend and SLA misses by topic. Send weekly PDFs to managers automatically.
Who is this for
Support Manager
Operations Lead
Expected outcomes
- Higher SLA hit rate
- Reduced response and resolution times
Key metrics
SLA hit rate
Baseline
86 %
Target
95 %
Median FRT
Baseline
22 minutes
Target
10 minutes
Reopen rate
Baseline
9 %
Target
4 %
Gallery
Downloads & templates
Case studies
DeskCo boosts SLA by 8 points
Agent scorecards and topic drilldowns drove coaching improvements.
BPO Mid-market EU
Security impact
- Ticket metadata, SLA timestamps, agent ids · PII: may include end-customer identifiers (masked)
Compliance
- GDPR (access controls & masking)
- SOC2
Availability & next steps
Free
Pro
Enterprise