AI Insights
Ticket Volume Trends
Ticket volume has increased by 15% over the last 30 days
Category Distribution
Technical Support and Account Access are the most common ticket categories
Response & Resolution Time
Average response time has decreased by 22% this month
Agent Performance
Sarah Johnson has the highest resolution rate this month
Key AI Insights
Updated 2 hours agoIncreasing Account Access Issues
Neutral ImpactAccount access tickets have increased by 27% following the recent password policy update. Most users are reporting confusion with the new requirements.
Anomaly: High Ticket Abandonment
Negative Impact32% of tickets in the billing category are being abandoned after initial response. This is significantly higher than the 8% average across other categories.
Knowledge Base Improvement Opportunity
Positive ImpactCreating articles about the new data export feature could reduce tickets by ~15%. 43 tickets this month were about this feature with no relevant KB articles.
Predicted Ticket Volume Increase
Neutral ImpactBased on historical patterns, ticket volume is predicted to increase by 30-40% during the upcoming product release (May 15-20). Consider scheduling additional agent coverage.