Agent performance reports
Track how each agent on your team is performing with detailed reports.
Understanding how your support team performs is essential for delivering great customer experiences. Deskwoot's agent performance reports give you a detailed, data-driven view of each agent's productivity and quality metrics across all your support channels. Use these reports to identify top performers, spot coaching opportunities, and continuously improve your team's efficiency.
Key metrics
Agent performance reports track the following core metrics for every agent on your team:
- Conversations handled – The total number of conversations an agent worked on during the selected period.
- First response time – How quickly an agent sends the first reply after a conversation is assigned to them.
- Resolution time – The average time it takes an agent to fully resolve a conversation from start to finish.
- CSAT score – The customer satisfaction rating collected from end-users after their conversation is resolved.
How to access agent performance reports
- Navigate to the Reports section from the main sidebar.
- Select Agent Performance (or the equivalent agents tab) to view individual agent data.
- Use the date-range picker to filter results for a specific time period.
- Review the metrics displayed for each agent. You can typically sort or filter by any of the key metrics listed above.
Best-practice tips
- Review reports regularly – Set a weekly or bi-weekly cadence to check agent metrics so you can catch trends early rather than reacting to problems after the fact.
- Compare fairly – Consider each agent's channel mix and conversation complexity before drawing conclusions. An agent handling mostly technical tickets may have longer resolution times than one managing simple billing inquiries.
- Use CSAT alongside speed metrics – A fast response time means little if customer satisfaction is low. Balance efficiency goals with quality benchmarks.
- Share results with your team – Transparency motivates improvement. Celebrate high performers and use data to guide constructive coaching conversations.
Common pitfalls
- Too-short date ranges – Looking at a single day can produce misleading spikes. Use at least a one-week window for meaningful trends.
- Ignoring reassigned conversations – If conversations are frequently transferred between agents, resolution time may be attributed differently than expected. Keep assignment workflows clean for accurate data.
- Overlooking low response volume – An agent with only a few conversations may show unusually high or low averages. Always consider sample size when evaluating performance.
Frequently asked questions
Can I export agent performance data?
Yes. Most report views allow you to download the data as a CSV file, making it easy to share with stakeholders or analyze further in a spreadsheet.
How often are the reports updated?
Report data is typically refreshed in near real-time, so you can monitor performance throughout the day. However, CSAT scores update only after customers submit their feedback.
Can I compare performance across different time periods?
You can adjust the date-range filter to view different periods and compare the results side by side, helping you track improvement over time.