Source System: InnovateCorp CRM
Data Window: 2023-11-09 08:00:00 to 2023-11-09 12:00:00 UTC
Record Count: 8
Case ID: 95001
Customer ID: C8871
Issue Type: Billing Inquiry
Status: Closed
Create Time: 2023-11-09 08:15:21
Close Time: 2023-11-09 08:29:45
Opened By: Tier 1 Agent - M. Davis
First Response Time (minutes): 5
Time to Resolution (minutes): 14
Compliance Status: OK
Resolution Summary: Customer had a question about a pro-rated charge on their first bill. Explained the charge calculation. Customer satisfied.
CSAT: 5/5
Case ID: 95002
Customer ID: C3422
Issue Type: Technical Support - Mobile
Status: Open - Escalated
Create Time: 2023-11-09 08:31:04
Opened By: Tier 1 Agent - M. Davis
First Response Time (minutes): 3
Current Wait Time in Queue (minutes): 209
Assigned Queue: Tier 2 Technical Support
Compliance Status: BREACH - First Response SLA (60 min)
Case Communication: "Customer is reporting repeated 5G signal drops in downtown area (zip code 90210). Standard troubleshooting (reboot, network reset) did not resolve the issue. Escalating to Tier 2 for network-level diagnostics."
Case ID: 95003
Customer ID: C1098
Issue Type: New Service Activation
Status: Closed
Create Time: 2023-11-09 09:02:11
Close Time: 2023-11-09 09:15:33
Opened By: Automated Provisioning Bot
First Response Time (minutes): 1
Time to Resolution (minutes): 13
Compliance Status: OK
Resolution Summary: Automated activation of fiber internet service completed successfully. Customer notified via email.
CSAT: N/A
Case ID: 95004
Customer ID: C5674
Issue Type: Technical Support - Mobile
Status: Open - Escalated
Create Time: 2023-11-09 09:25:40
Opened By: Tier 1 Agent - J. Chen
First Response Time (minutes): 8
Current Wait Time in Queue (minutes): 155
Assigned Queue: Tier 2 Technical Support
Compliance Status: BREACH - First Response SLA (60 min)
Case Communication: "Similar to case 95002. Customer in zip code 90210 experiencing frequent 5G connection loss on a new device. Issue persists after device replacement. Escalating to Tier 2."
Case ID: 95005
Customer ID: C7319
Issue Type: Billing Inquiry
Status: Closed
Create Time: 2023-11-09 10:11:05
Close Time: 2023-11-09 10:21:00
Opened By: Tier 1 Agent - M. Davis
First Response Time (minutes): 4
Time to Resolution (minutes): 10
Compliance Status: OK
Resolution Summary: Assisted customer with setting up auto-pay.
CSAT: 5/5
Case ID: 95006
Customer ID: C4885
Issue Type: Technical Support - Mobile
Status: Open - Escalated
Create Time: 2023-11-09 10:45:15
Opened By: Tier 1 Agent - J. Chen
First Response Time (minutes): 6
Current Wait Time in Queue (minutes): 75
Assigned Queue: Tier 2 Technical Support
Compliance Status: BREACH - First Response SLA (60 min)
Case Communication: "Customer complaint re: 5G network performance in downtown core, zip 90210. Seems to be a recurring theme this morning. Needs advanced diagnostics. Passed to Tier 2."
Case ID: 95007
Customer ID: C8123
Issue Type: Technical Support - Broadband
Status: Open - Escalated
Create Time: 2023-11-09 11:30:55
Opened By: Tier 1 Agent - S. Lee
First Response Time (minutes): 12
Current Wait Time in Queue (minutes): 30
Assigned Queue: Tier 2 Technical Support
Compliance Status: AT RISK - First Response SLA (60 min)
Case Communication: "Customer experiencing intermittent packet loss on their fiber connection. Tier 1 diagnostics inconclusive. Escalating to Tier 2 for line monitoring."
Case ID: 95008
Customer ID: C2045
Issue Type: Technical Support - Mobile
Status: Closed
Create Time: 2023-11-09 11:50:00
Close Time: 2023-11-09 11:58:12
Opened By: Tier 1 Agent - J. Chen
First Response Time (minutes): 2
Time to Resolution (minutes): 8
Compliance Status: OK
Resolution Summary: Customer needed assistance with setting up voicemail. T1 resolution.
CSAT: 4/5