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Volume & Distribution
Monthly Volume
Team Workload — Top 12 Teams
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Channel Breakdown
Day of Week Volume
Response & Resolution Metrics
Median Close Time by Team (days) — Top 10 slowest
Bot vs Human % by Team
Thread Length Distribution
Bot Dropout Count by Group
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2,135 tickets (58% of all) are directly in the hiring pipeline — from
applicants, onboarding couriers, and the teams that block their
activation.
Hiring Pipeline Breakdown
Hiring Tickets by Onboarding Stage
Top Hiring-Blocking Categories
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Median Close Time — Hiring Teams (hours)
Resolution Rate — Hiring Tickets
Three automation products can reduce Evelina's inbox by 40–60% and cut
hiring delays from days to minutes.
Automation Opportunity Analysis
Automation Tier Breakdown
Root Cause Breakdown — Top 8
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"Bot helped?" by Team — Top 8
Misrouted Tickets by Group
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Automation Products
Product 1
Smart Router
Eliminate the 31% misrouting. LLM reads ticket → routes to correct
team in seconds. No more conversations lost in wrong queues for
days.
1,151
Tickets rescued from wrong queues
Product 2
Template Automation
Resignations = identical response every time. City transfers.
Shiftbase invite resends. Bot sends in <1 min instead of 2.6
days.
—
Tier 2 tickets (templatable)
Product 3
FAQ / Knowledge Base
413 resolved tickets with canonical answers ready to deploy. Tier
1 tickets answerable by bot today — zero human time needed.
—
Tier 1 tickets (fully automatable)
413 tickets are resolved, admin-answered, and have canonical answers
written — ready to become your FAQ today.
| Code |
Category Label |
Stage |
Channel |
Canonical Answer |
Frustration |
Resolved |