ARL Contact Center · Ticket & TAT Analysis
Complaint / Inquiry register — CC Report 2026 (Jul–Sep 2026)
LIVE DATA
TAT Target ≤ 3 days
Data through —
Refreshed —
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TAT / SLA Performance
KPI: forwarded issues resolved within 3 daysTAT distribution
Days from Forwarded On to Resolved Date (green = within the 3-day target)
Average TAT by SBU
Mean days to resolve, by business unit
Average TAT by month
Is resolution speed improving or slipping?
Average TAT by responsible owner
Turnaround by forwarded-to recipient
Volume & Trends
Monthly volume
Calls captured per month
Weekly volume
Seasonality and peak weeks
Day-of-week pattern
Which days carry the load
Call type over time
Inquiry / Complaint / NON ARL / Suggestion by month
Daily volume
Day-by-day call capture across the period
Volume by division
Geographic demand mapping
Volume by SBU
Which business units generate the most contact
Complaint Analysis
Complaint vs inquiry by SBU
Which product lines generate disproportionate complaints
Complaint share by SBU
Complaints as % of that SBU's total contact
Complaint sub-categories
Root-cause breakdown
Top complaint remarks
Most frequent complaint narratives
Call Reason / Category
Top categories
Parent category volume
Sub-category drill-down
Detailed reason breakdown
Category taxonomy audit
Parents used both as a parent and as a standalone value
Agent / Workforce
Workload distribution
Calls handled per CC executive
Agent performance
Volume, resolution and pending load
Agent specialisation
Top SBU handled by each executive
Routing & Escalation
Tickets received by owner
Forwarded-to individuals / teams, ranked
Owner bottleneck scorecard
Closure rate and turnaround by recipient
Caller Segmentation
Caller type mix
Consumer / Retailer / Dealer
Call type by caller
How needs differ by caller segment
Division demand by SBU
Top geographic patterns per business unit
Repeat callers
Contact numbers appearing more than once (recurring issues)
Data Quality / Process Audit
Missing-field analysis
Blank values by column
Inconsistent categorical values
Casing / labelling variants that fragment reporting
Logical inconsistencies
Resolved-before-called and other date errors
Text themes in remarks
Keyword frequency across free-text capture