# Support cases by user

#### Attendances per User

The report of **Attendances per User** consolidates the completed attendances for each team member, allowing detailed analyses of individual performance and operational efficiency.

Main indicators available:

* **Number of attendances per user and sector**, enabling the assessment of workload and distribution among teams.
* **TMF (Average Time in Queue), TME (Average Wait Time) and TMA (Average Service Time)**, providing a granular view of the customer's journey in each interaction.
* **Satisfaction ratings (CSAT)**, highlighting the proportion of ratings ≥ 4, ensuring continuous monitoring of the customer experience.
* **FCR (First Contact Resolution)**, a strategic indicator of efficiency in resolving requests on the first contact.
* **Dynamic filters** by user, sector and period, allowing comparative analyses and identification of best practices or critical points.

This report is essential for **team management and individual accountability**, enabling the development of development plans, recognition of high performance and identification of training needs.

<figure><img src="/files/da8ceae3a904271557dc97f92f294d312683866b" alt=""><figcaption></figcaption></figure>


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