Agent performance reports

Track how each agent on your team is performing with detailed individual and comparative reports. Use these insights to identify coaching opportunities and optimize workload distribution.

Accessing agent reports

Go to Reports > Agents. Select a time period (7 days, 30 days, 90 days, or custom range). The report shows each agent's key metrics in a sortable table.

Key metrics

Conversations handled: Total number of conversations the agent participated in. First response time: Average time between conversation creation and the agent's first reply. Resolution time: Average time from conversation creation to resolution. CSAT score: Average customer satisfaction rating for the agent's resolved conversations.

Comparing agents

The agent report table lets you compare all agents side by side. Sort by any metric to find top performers or identify agents who might need support. Click an individual agent to drill down into their detailed activity timeline.

Using the data

Use agent reports to balance workload across your team, set individual performance goals, and recognize high performers. If an agent's response time is increasing, it may indicate they are overloaded and conversations should be redistributed.