Agent Performance Reports

Agent Performance Reports

Detailed reporting on every agent's productivity, quality, and efficiency. Use these reports for reviews, coaching, and capacity planning.

Accessing Agent Reports

Go to Analytics → Agents. Select an agent from the dropdown or view all agents side-by-side.

Team Leaderboard

The default view ranks all agents by conversations resolved. Sortable by:

•Conversations handled

•Average first response time

•Average resolution time

•CSAT score

•Active time (hours worked)

Individual Agent Report

Click any agent's name for their detailed breakdown:

#### Daily Activity Log Shows for each day:

•Conversations opened

•Conversations resolved

•Messages sent

•Active time logged

#### Response Time History Line chart of average first response time over the selected period. Flag days where response times spiked.

#### CSAT Detail Every survey response, with the customer's comment and the conversation link.

#### Workload Distribution Pie chart of conversation topics handled (based on tags).

Shift Reports

If agents have defined shifts:

•Compare on-shift vs off-shift performance

•See conversations handled per shift

•Identify shift staffing gaps

SLA Compliance

Set SLA targets in Settings → SLA and the report shows:

•% of conversations meeting FRT SLA

•% meeting resolution SLA

•Top SLA breaches (agent, volume, reason)

Exporting Agent Data

Click Export CSV for any report. Fields include agent name, date, conversations handled, avg FRT, avg resolution time, CSAT, and messages sent.