Dashboard
Total Calls
1,247
+12.5% vs last month
Total Chats
2,834
+18.2% vs last month
Auto-Resolved
3,156
88.1% vs last month
Escalated
425
-5.3% vs last month
Daily Volume (Last 30 Days)
Performance Metrics
Avg Response Time
3.2s
Under 5s target
First Call Resolution
78.5%
+3.2% this month
CSAT Score
4.3/5
Based on 892 ratings
Human Escalation Rate
11.9%
Target: <15%
Topic Distribution
Prijava stete
31%
Kupnja police
22%
Naplata
17%
Uvjeti pokrica
16%
Opci upiti
14%
Peak Hours