Agent performance

Analytics > Agents puts every person on your team in one table for the date range you pick. Use it to see who is carrying the most conversations, whose tickets close fastest and whose customers rate them highest.

What the report shows#

At the top, Tickets replied per agent ranks people by how many tickets they sent at least one public reply on. Below it, the table has one row per person:

The All agents row at the bottom gives the figures for the whole team. A No agent row, when it appears, holds tickets that were closed or scored without anyone assigned.

The table lists every active person, even with nothing in the range, and anyone else who had activity in it. A person who has since been deactivated keeps their row with a Deactivated label. Someone who is away or offline right now carries that status as a label too. Bot accounts are left out unless a ticket was assigned to one; their replies never count as replies from your team.

Click a column heading to sort by it, and click again to reverse the order. The table starts sorted by tickets replied, most first.

Who gets credit#

Two rules decide which row a figure lands in:

• Replies follow the sender. Tickets replied, messages sent and first response time count for the person who wrote the reply.

• Outcomes follow the assignee. Tickets closed, resolution time, one-touch rate and satisfaction count for the person the ticket is assigned to now, even if someone else did most of the work earlier.

When two people both reply on a ticket, it counts once in each of their rows. That is why the Tickets replied column can total more than the figure in All agents.

Look at one team or one person#

Pick a team in the Team menu above the report. The figures then keep only tickets assigned to that team, and the table lists that team's members plus anyone who worked on those tickets. Switch the menu from team to team to compare them; there is no table with one row per team.

Pick a person in the Agent menu to see only them. The same choice on the Overview turns its tiles into that person's own figures, following the two credit rules above; a note under the filters repeats the rules while an agent is picked.

Switch on Business hours only to leave nights, weekends and holidays out of the two time columns. Your hours are set in Business hours and holidays.

Export#

Export CSV downloads the table as you see it, with an All agents row and an extra column giving how many scores each satisfaction average is based on. Times are in seconds and the one-touch rate runs from 0 to 1, so a spreadsheet can total them. See Filter, compare and export reports.

What is not measured#

The helpdesk does not record how long each person was signed in or available, or how long they spent on each ticket, so there are no figures for time on duty, handle time or replies per hour. The AI agent's drafts and changes have their own report: AI Agent performance report.