Agent performance reports
Track how each agent on your team is performing with detailed reports.
The agent performance report in Deskwoot is a table on the main Reports page that lists productivity and quality metrics for each agent, with every row linking to that agent's own detail page for a deeper look. It is the fastest way to see who is handling what, how quickly, and where someone might need a hand. Reporting is available on the Startup plan and above.
How is the report laid out?
It is one table, one row per agent, sitting on the main Reports page. Each row shows the headline numbers for that agent over your selected date range. Click a row (or the agent's name) to open their detail page, where the same metrics are broken out over time so you can see trends rather than a single rolled-up figure. So the table is your overview, and the detail pages are where you go to dig in.
What metrics does it track?
- Conversations handled: how many conversations the agent worked during the period.
- First response time: how quickly they send the first reply after a conversation is assigned to them.
- Resolution time: the average time to fully resolve a conversation from start to finish.
- CSAT score: the satisfaction rating customers leave after a conversation is resolved. This column needs the Business plan or above, since CSAT itself is a Business+ feature configured per inbox. On Startup it will be empty. See CSAT surveys and results.
How do I open it?
- Open Reports from the main sidebar.
- Select the Agent Performance view to see the agent table.
- Set the date range with the date picker.
- Sort or scan the table, then click any agent to open their detail page.
Reading the numbers fairly
- Check regularly. A weekly or fortnightly look catches trends early instead of after the fact.
- Account for the mix. An agent on mostly technical tickets will run longer resolution times than one on simple billing questions. Context first, conclusions second.
- Pair CSAT with speed. A fast reply means little if the customer left unhappy. If you are on Startup and have no CSAT column yet, the Business plan unlocks it.
- Mind small samples. An agent with only a few conversations can show wild averages. Sample size matters before you read anything into it.
- Watch reassignments. Conversations that bounce between agents can land resolution time in an unexpected column. Clean assignment habits keep the data honest.