Insights
Q1 2026
Team Velocity
1h 15m
2.8x faster
Zero-Wait Resolution
45%
+10pts vs last period
SLA Compliance
93.5%
+7pts vs last period
Capacity Unlocked
420h
this month
Team Performance Trend
Category Distribution
Resolution Breakdown
Zero-wait45%
13m median↗ 7m faster
AI-assisted24%
1h 50m median↗ 30m faster
Human-led31%
4h 30m median↗ 1h 10m faster
Resolution by category
IT Support456 tickets
60%
16%
24%
95% SLA↑3pts
✓
StrengthHighest automation rate in org
◈
OpportunityL2 escalations taking 15% longer than target
◯
BenchmarkTop 10% vs industry peers
Infrastructure162 tickets
42%
23%
35%
88% SLA↑6pts
✓
StrengthStrong incident response time
◈
OpportunityDeploy automation could reduce manual work 30%
◯
BenchmarkOn par with industry average
Security201 tickets
30%
28%
42%
79% SLA↓2pts
✓
StrengthZero critical SLA breaches this month
◈
OpportunityAccess review automation would save 8h/week
◯
BenchmarkAbove average for compliance
Compliance105 tickets
19%
30%
51%
68% SLA↑3pts
✓
Strength100% audit trail coverage
◈
OpportunityDocument generation is mostly manual
◯
BenchmarkMeeting regulatory requirements
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