MyGCC Operations Overview
Supervisor Dashboard · 16 Aug 2026 · Last updated 14:35
Total Interactions Today
12,842
+8.4% vs yesterday
Voice
6,412
49.9% of total
Digital
6,430
50.1% of total
Avg. Handling Time
04:21
+0:03 vs target
First Contact Resolution
82%
+2% vs last week
Active Agents
287 / 310
7.4% unavailable
Open Cases
1,248
+42 since 08:00
SLA Compliance
94.7%
-1.2% vs target
Interaction Volume
Hourly breakdown · Voice vs Digital
Voice Digital
Channel Distribution
Today's interactions by channel
Top Citizen Enquiries
By category today
CX AI Insights
AIPassport-related enquiries increased 18% compared with the previous week.
Average handling time for MySejahtera enquiries decreased by 12% after the new knowledge article was published.
42 interactions today may require supervisor review due to negative sentiment.
Queue wait time in Immigration exceeded 3 minutes for 28 citizens this morning.
AI Insights · Not automated decisions · Supervisor review required
Live Agent Performance
287 agents active
| Agent | Status | Int. | AHT | FCR | Sentiment |
|---|---|---|---|---|---|
| Nur Aisyah | Available | 32 | 04:18 | 88% | 92% |
| Hafizuddin Razali | Busy | 28 | 05:02 | 82% | 85% |
| Siti Rohaida | Available | 35 | 03:55 | 91% | 94% |
| Ahmad Shahril | Away | 19 | 04:45 | 79% | 88% |
| Nurul Faizah | Busy | 41 | 03:38 | 93% | 96% |
| Mohd Hafiz | Available | 26 | 04:52 | 81% | 83% |
| Lim Bee Eng | Available | 38 | 04:05 | 87% | 90% |
| Rajasegaran M. | Busy | 22 | 05:30 | 76% | 80% |