Performance Monitoring Dashboard – 2025

Objective

To monitor and evaluate service operations performance in 2025 by analyzing ticket validity,

agent reachability, rejection drivers, and KPI achievement to identify gaps and drive operational

improvements

Key Insights

Ticket Status: 73.84% Valid vs. 26.01% Rejected – significant rejection rate

Critical KPIs:

Overall Performance: 72.3%

Reachability Rate: 52.6% – below acceptable benchmark

Target Achievement Rate: Only 27.4% – severely underperforming

Call-out Rate: 13.6% – very low engagement

Top Rejection Drivers: Multiple issues showing 100% rejection rates (counts: 25–50 tickets),

including mixed Arabic/English entries indicating data quality issues

Agent Performance: Wide variation in reachability rates (60%–100%) – inconsistent

performance across team

Monthly Trend: Fluctuating ticket volume with peaks requiring better resource planning.