Trend analysis
Trends
Patterns across SLA, QA scoring and case mix.
SLA compliance — last 14 days
Percentage of replies within 30-minute target
QA composite — last 14 days
Team-wide AI-scored composite (0–100)
Case-type mix & QA
Volume per category, with average QA composite
Chase frequency
Client chases per day — lower is better
Breach-risk heatmap
Items approaching SLA breach · by queue × hour
| Queue | 09:00 | 10:00 | 11:00 | 12:00 | 13:00 | 14:00 | 15:00 | 16:00 | 17:00 |
|---|---|---|---|---|---|---|---|---|---|
| UK Business Immigration | 2 | 3 | 5 | 8 | 6 | 4 | 3 | 2 | 1 |
| Forex & Tax | 3 | 4 | 6 | 7 | 8 | 7 | 5 | 3 | 2 |
| Education & Study Abroad | 1 | 2 | 3 | 5 | 4 | 3 | 2 | 2 | 1 |
| Offshore Property & Citizenship | 1 | 2 | 4 | 4 | 3 | 3 | 2 | 1 | 0 |