Agent Performance Tracking

Tracking Agent Performance in HelpKit

Monitor your team's efficiency and quality with HelpKit's built-in agent performance reports.

Accessing Agent Reports

Go to Analytics → Agent Performance. Filter by:

•Date range

•Specific agent or team

•Conversation type

Key Performance Metrics

| Metric | Definition | Target | |--------|------------|--------| | Conversations handled | Total conversations resolved | Varies by team | | First response time | Time from contact message to first reply | < 5 minutes | | Average handle time | Average duration of a conversation | < 15 minutes | | Resolution rate | % of conversations marked resolved | > 90% | | CSAT score | Customer satisfaction rating (1-5) | > 4.0 | | Messages sent | Total outbound messages | — | | Reassignment rate | % of conversations transferred away | < 10% |

Individual Agent Dashboard

Click on any agent's name for their individual view:

•Live status — Online, Busy, Away, Offline

•Current load — Number of open conversations

•Today's metrics — Conversations handled, avg response time

•Weekly trend — Performance over the last 7 days

•CSAT history — Rating timeline

Setting Performance Goals

Go to Settings → Team → Performance Goals to set targets per agent or team. Goals appear as progress bars in each agent's dashboard.

CSAT Surveys

HelpKit can automatically send a satisfaction survey after every resolved conversation:

1.Go to Settings → CSAT

2.Enable Auto-send CSAT

3.Customize the question and rating scale

4.Set a delay (e.g., 5 minutes after resolution)

Results feed directly into the Agent Performance report.

Exporting Agent Reports

Click Export on any report to download a CSV with full agent-level data for payroll, reviews, or external BI tools.