Support Intelligence

Performance & Skills Dashboard

12,325
TICKETS
93%
RESOLVED
15.3d
AVG TIME
17
AGENTS

TOP 5 SKILLED AGENTS

1
ConnectSecure Dev
18 skills
1316
2
Kylie Esperanza
17 skills
1041
3
Sherry McManus
18 skills
1018
4
Ann Ali
18 skills
1018
5
Chaitanya C
18 skills
1009

NEEDS DEVELOPMENT

1
David Pirtle
1 skills
13
2
Tanushreeb Behera
2 skills
33
3
Sreejith Ravindran
3 skills
76
4
Siranjeevi Ravichandran
9 skills
210
5
Nick Benitz
9 skills
256

SKILL MATRIX

Expert Advanced Intermediate Beginner
Agent
API
Active Directory
Agent
Assets
Authentication
Billing
Compliance
Database
Integration
Networking
Notifications
Osquery
Other
Patch Management
Reports
Scanning
Security
Vulnerability
 Total
ConnectSecure Dev
77
77
77
76
75
78
78
71
76
67
76
31
70
77
77
77
76
77
 1316
Kylie Esperanza
35
48
77
74
77
69
45
22
77
34
77
-
71
77
77
77
28
77
 1041
Sherry McManus
39
33
77
77
77
39
41
24
77
42
74
17
70
78
77
77
23
77
 1018
Ann Ali
45
30
77
76
77
69
47
20
68
27
77
20
71
50
77
77
34
77
 1018
Chaitanya C
45
38
77
76
77
47
30
25
73
43
41
22
70
77
77
77
38
77
 1009
Simone Walter
21
33
77
68
76
42
42
17
62
37
41
-
71
51
77
74
29
77
 894
Abhi Singh
78
36
71
44
77
23
27
17
68
28
41
-
35
41
77
77
17
59
 817
Aljo T J
30
31
78
46
52
26
41
-
29
23
23
-
70
47
74
77
22
77
 746
Cyrus Esperanza
21
26
77
28
60
45
32
20
22
24
35
21
71
35
41
53
20
74
 705
Doug Mooney
-
30
78
41
47
17
24
19
51
17
30
20
70
44
32
65
23
29
 636
Vrushali Parkar
20
20
51
33
70
78
27
-
43
17
47
-
70
20
44
23
17
21
 602
Juliet Hinkley
24
67
39
28
31
27
33
20
24
17
31
17
70
36
38
23
20
41
 584
Barsha Ghosh
17
17
37
23
30
24
21
25
40
-
26
-
71
-
62
44
20
30
 486
Anupriya S L
29
20
75
25
52
24
-
23
24
20
24
-
13
26
30
44
-
44
 471
James McCallum
-
24
46
17
42
78
21
-
25
-
22
-
71
20
20
20
20
20
 446
ConnectSecure QA Team
24
26
22
20
27
20
21
20
21
17
22
-
70
20
20
22
20
24
 416
Madhu ~
20
20
28
22
20
20
20
-
26
20
28
20
70
23
20
17
17
23
 413
Richa Singhal
-
23
26
26
22
20
20
22
22
17
20
-
70
27
24
26
17
24
 404
Jason Calderin
-
38
30
17
17
30
-
-
20
17
20
-
70
23
20
17
17
20
 355
Gianna Ranallo
-
-
32
20
39
-
-
-
23
17
21
-
25
27
33
21
-
38
 296
Tyler Gardner
-
20
23
-
27
78
-
-
-
-
20
-
74
-
-
-
17
-
 258
Nick Benitz
-
32
17
20
-
45
21
-
-
-
-
20
69
-
17
15
-
-
 256
Siranjeevi Ravichandran
22
-
26
-
21
-
-
22
21
-
20
-
37
-
22
20
-
-
 210
Sreejith Ravindran
-
-
-
-
-
-
43
-
20
-
-
-
13
-
-
-
-
-
 76
Tanushreeb Behera
-
-
-
-
-
-
-
-
-
-
-
-
13
-
20
-
-
-
 33
David Pirtle
-
-
-
-
-
-
-
-
-
-
-
-
13
-
-
-
-
-
 13
AI Assistant - Ask about skills, SLA, resolution times, looping agents
AI: Try: "Who has the highest SLA miss rate?", "Which agents are looping?", "Show Chaitanya's performance"