Volume — This Week
Tickets Offered
1,427
↑ +116.3% WoW
Tickets w/ Comment
1,635
Updated this week
Monthly Forecast
6,132
Weekly est: 1,227
YTD Highest Week
1,727
All-time high
Resolved in 24 hrs
84.78%
↑ Trending up
Monthly volume by work type — Apr 2024 → Apr 2026
Select a work type using the filter below
This week — forecast vs actual
Ticket counts by category
SLA & Quality
Overall SLA
100%
↑ +11.1% WoW · Desired: 90%
Quality Score
97.86%
↑ +3.01% WoW · Desired: 95%
Audit Avg Score (all time)
99.52%
12,121 tickets audited
Pass Rate (all time)
98.10%
11,891 passing
May 2026 Score
99.49%
140 tickets scored
RCA Health
Stable
0 recurrences this week
Monthly quality score — Dec 2024 → May 2026
SLA by work type
Desired threshold: 90% · YTD highest: 100%
Average Handling Time
Agent ONB AHT
71 min
Zendesk: 76 min
Staff ONB AHT
44 min
Trailing 6w: 42 min
UTM ONB AHT
19 min
Trailing 6w: 20 min
Agent OFFB AHT
16 min
Trailing 6w: 16 min
Staff OFFB AHT
15 min
Trailing 6w: 15 min
Misc AHT
18 min
Trending: 14 min
Consumer T1 AHT
6 min
Zendesk: 4 min
Account Deletion AHT
4 min
134 processed
AHT trend — Agent onboarding (Apr 2024 → Apr 2026)
AHT trend — Miscellaneous (Apr 2024 → Apr 2026)
This week — AHT by work type (minutes vs ticket count)
AHT (mins)
Ticket count
Staffing & Capacity
Utilized FTE
25
↑ +31.6% over approved 19
Approved FTE
19
Baseline headcount
WoW HC Trend
23
WoW Peak Average
YTD Peak HC
26
All-time high
Billed Hours (Apr 26)
4,016
hrs this month
Listing Support HC
6
Req'd for Apr 26
Forecasted vs required vs peak HC — weekly trend
Approved baseline: 19 HC
Forecasted
Required
Peak day
Billed hours — monthly (Apr 2024 → Apr 2026)
Program Performance — Week of May 4, 2026
Onboarding performance by category
| Category |
Projected |
Processed |
Delta |
Quality |
AHT |
SLA |
| Agent (LTM) |
147 |
196 |
+33.3% |
99% |
71 min |
100% |
| Staff |
98 |
54 |
-44.9% |
99% |
44 min |
100% |
| UTM |
74 |
49 |
-33.8% |
99% |
19 min |
100% |
| Miscellaneous |
638 |
963 |
+50.9% |
98% |
18 min |
100% |
| Consumer T1 |
123 |
108 |
-8.9% |
100% |
6 min |
100% |
| Consumer T2 |
— |
4 |
— |
100% |
11 min |
100% |
Offboarding performance by category
| Category |
Projected |
Processed |
Delta |
Quality |
AHT |
SLA |
| Agent offboarding |
110 |
119 |
+8.2% |
98% |
16 min |
100% |
| Staff offboarding |
61 |
35 |
-42.6% |
98% |
15 min |
100% |
| Accounts Deletion (30d) |
— |
134 |
— |
— |
4 min |
✓ |
Ad Hoc Projects
Monthly ad hoc hours — Jul 2025 → Apr 2026
Top ad hoc projects by hours (all-time)
Customer Satisfaction — Week of May 4, 2026
CSAT Score
93.9%
31 / 33 good ratings
Total Feedbacks
33
This week
Good Ratings
29
87.9% pure good
Good w/ Comment
4
Detailed positive
Bad w/ Comment
2
Docusign · Okta SCIM
SATs This Week
95.12%
39 / 41 passing
Satisfaction breakdown
Good
Good w/ comment
Bad w/ comment
Highlights & wins this week
- Redfin Syndication Analysis report created — GSheet & GDoc with root causes & solutions
- Banned listings vetting: daily on-market, list price, sale price, current status
- AWP Contact Us & Headshots/Bio programs starting May 18
- SATs: 39/41 (95.12%) — LTMs: 110 including Bray RE bulk (93 tickets)
- No backlog — 24h resolution trending at 84.78%
- Single-day influx May 7: 136 onboardings processed
Historical Volume — Month over Month