Agent Performance

Track individual and team metrics to optimize support operations.

Agent Metrics

Volume Metrics

Time Metrics

Quality Metrics

Agent Leaderboard

Viewing the Leaderboard

1. Go to Analytics → Agents
2. View ranked agent list
3. Sort by any metric
4. Filter by team or time period

Leaderboard Columns

• Agent name
• Tickets handled
• Avg. response time
• Resolution rate
• CSAT score
• SLA achievement

Sorting Options

Click column headers to rank by:

• Most tickets (volume leaders)
• Fastest response (speed leaders)
• Highest CSAT (quality leaders)

Individual Agent View

Accessing Agent Details

Click any agent name to see detailed stats.

Overview Section

• Current open tickets
• Tickets today/this week/this month
• Average metrics

Performance Charts

• Volume over time
• Response time trend
• CSAT trend
• Resolution time trend

Ticket Breakdown

• By status
• By priority
• By channel
• By category

Team Comparison

Comparing Agents

Select multiple agents to compare:

• Side-by-side metrics
• Overlaid trend charts
• Identify differences

Team Averages

See how individuals compare to team:

• Above average (green)
• Below average (red)
• At average (gray)

Workload Balance

View ticket distribution:

• Even distribution = balanced
• Uneven = some agents overloaded

Performance Insights

Identifying Top Performers

Look for agents with:

• High volume + fast response
• High CSAT + high volume
• Low reopen rate

Identifying Struggles

Look for agents with:

• Slow response times
• Low CSAT scores
• High reopen rates
• SLA breaches

Coaching Opportunities

Use data to identify:

• Training needs
• Knowledge gaps
• Process improvements

Activity Tracking

Online/Offline Status

See agent availability:

• Currently online
• Last active time
• Time logged in today

Activity Log

View agent actions:

• Replies sent
• Status changes
• Assignments
• Notes added

Productivity Patterns

Understand work patterns:

• Peak productivity hours
• Response time by time of day
• Volume handled by day of week

Goals and Targets

Setting Agent Goals

Define targets for:

• Tickets per day/week
• Response time targets
• CSAT minimums
• SLA achievement

Tracking Progress

Visual indicators show:

• On track (green)
• At risk (yellow)
• Behind (red)

Goal Reports

Weekly/monthly reports on:

• Goal achievement
• Progress over time
• Comparison to peers

Reports

Agent Performance Report

Comprehensive individual report:

• All metrics for selected period
• Trends over time
• Comparison to team averages

Team Report

Aggregate team metrics:

• Total volume
• Team averages
• Distribution charts

Scheduled Reports

Automate delivery:

• Weekly performance summaries
• Monthly reviews
• Quarterly assessments

Privacy and Fairness

What Agents See

Agents can view:

• Their own metrics
• Team aggregates (if enabled)
• Goals and targets

What Managers See

Managers can view:

• All agent metrics
• Individual details
• Comparison data

Fair Evaluation

Consider when evaluating:

• Ticket complexity varies
• Some channels are harder
• New agents need ramp time
• Quality over quantity

Using Performance Data

One-on-Ones

Review with each agent:

• Recent performance
• Trends
• Areas for growth
• Recognition

Team Meetings

Share with team:

• Team metrics
• Top performers
• Improvement areas
• Goals

Hiring Decisions

Use data to understand:

• Current capacity
• When to hire
• Skill gaps

Process Improvement

Identify patterns:

• What makes top performers successful?
• What slows down resolution?
• Where do SLAs breach?

Best Practices

Context Matters

Numbers alone don't tell the story:

• Hard tickets take longer
• VIP customers need more care
• Quality beats speed

Regular Reviews

Review performance:

• Weekly for operational awareness
• Monthly for coaching
• Quarterly for formal reviews

Balanced Metrics

Don't optimize for single metric:

• Fast but low quality = bad
• High volume but burned out = bad
• Balance speed, quality, sustainability

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