Pulse
CX AnalyticsCalls, leads, agent performance & tenant satisfaction
Refreshed: 16 Mar 2026
Asset:
Call Centre
Inbound Calls
16,709
MoM +6%YoY +12%
Outbound Calls
7,139
MoM +6%
SLA %
87%
Avg Handle Time
4.2m
Marketing & Leads
Total Leads
1,297
MoM -3%YoY +18%
Closed Leads
543
Open Leads
65
Converted Leads
380
Converted %
29%
Customer Engagement
Survey Issued
1,675
MoM +9%YoY +22%
Survey Responded
242
In-Person Survey
89
Response %
141%
Calls by Inquiry Type
Tenant Satisfaction Survey
Agent Leaderboard
Ranked by cases resolved| # | Agent | Inbound | Outbound | Resolved | Share of Calls | SLA % | CSAT | Emails |
|---|---|---|---|---|---|---|---|---|
NT Noura Taher | 2,828 | 1,108 | 2,510 | 20.6% | 92% | 91 | 521 | |
WM Warda Mohammed Tahir | 2,581 | 1,849 | 2,310 | 18.8% | 90% | 89 | 476 | |
MC Majdi Chaouch | 2,518 | 537 | 2,190 | 18.3% | 87% | 85 | 387 | |
| 4 | SB Soufiane Boudekhana | 2,129 | 1,018 | 1,890 | 15.5% | 88% | 87 | 344 |
| 5 | AK Aziz Kaci | 2,085 | 673 | 1,820 | 15.2% | 89% | 86 | 412 |
| 6 | HK Hazem Al Khader | 1,435 | 366 | 1,210 | 10.4% | 85% | 83 | 298 |
| 7 | IS Insaf Sliti | 175 | 110 | 148 | 1.3% | 91% | 88 | 145 |
| Total | 13,751 | 5,661 | 12,078 | 100% | — | — | 2,583 |