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Agent Performance reportUpdated 3 months ago

The Statistics Agents Performance report helps team leaders assess the effectiveness and efficiency of their customer support team within a specific time frame. 

Through detailed metric comparisons of individual performance, team leaders can optimize task allocation and identify points of improvement for their team members. 

This report includes customer satisfaction scores, first response time, resolution time, number of tickets closed and number of tickets replied to. 



The Report

This report includes key metrics to assess the performance of each agent, among which customer satisfaction scores, first response time, resolution time, number of tickets closed or number of tickets replied to. 

These results are complementary to those that you can see in the Overview performance report, so we're going to compare how they are computed in both dashboards. 

Metrics

Closed tickets 

Measures the number of tickets that agents have resolved within the selected time frame, i.e. the number of successfully closed tickets.

This metric doesn't take into account the tickets that were reopened within the selected timeframe (the status of those tickets changed to Open). But, it does take into account the number of snoozed tickets (the status of these tickets is temporarily set to Closed until they reopen).

Proportion (%) of Closed Tickets

The proportion of closed tickets assigned to the agent compared to the total number of closed tickets assigned to all agents (relative share of work done by a given agent). 
This metric excludes unassigned closed tickets. 

Customer Satisfaction (CSAT)

Customer Satisfaction with the support provided by agents is measured on a scale from 1-5.

Tickets Replied 

The total number of tickets the agent replied to, i.e. worked on within the selected timeframe.

Messages Sent

The total number of messages sent across all tickets the agents worked on during the selected timeframe. Excludes internal-notes.

First Response time 

Measures the time passed between the first customer message to the first agent message, i.e. how long the customer had to wait to talk to an agent. Rule-generated responses are not taken into account. 

To compute the metric, we take all the tickets that received their first agent response during the selected period, and then compute the median among these tickets.

The metric takes into account all tickets that received a first response from an agent during the selected timeframe (regardless of when the tickets were created).

Resolution time 

Measures the amount of time that passes between the first message received from the customer until the ticket is closed with at least one response from an agent - it reflects how long customers have to wait to get an answer to their questions or resolve their issues.

To compute the metric, we take all the tickets assigned to the agent that were closed during the period (and remained closed), and then compute the median among these tickets.

One-touch tickets

The ratio of tickets closed with exactly 1 public agent message over the total number of closed tickets assigned to a given agent. Includes messages sent via Rules but excludes internal notes.

Online time

Total time spent by the agent having Gorgias as an active tab during the selected timeframe. It will not be affected by the channel, integrations, or tags filter. In the example below, if you open a new tab, the stopwatch stops.

The new metric commenced tracking on March 19th, 2024, with no data accessible prior to that date. At the moment we're not able to track online time in Gorgias mobile app, which also affects all the metrics below.


Messages sent per hour

The number of messages sent by the agent divided by the number of online hours. This metric will not be affected by the channel, integrations, or tags filter. 

Tickets replied per hour

The number of tickets replied by the agent divided by the number of online hours. It won't be affected by the channel, integrations, or tags filter. 

Closed tickets per hour

The number of closed tickets assigned to the agent divided by the number of online hours. This metric will not be affected by the channel, integrations, or tags filter. 

Ticket handle time

The average amount of time spent by any agent on the closed tickets assigned to the agent. The value of this metric will change if the channel, integrations, or tags filter are changed.



The Average row

Agents' average results can be compared quickly by using the Average row.

It's important to note that these calculations are not always the simple average score of all agents that you see below. 

For metrics that are simple counts (tickets closed, replied, messages sent), we take the simple average across all displayed agents.

For metrics already aggregated per agent (CSAT, FRT, RT), we compute the average or median across all tickets of all displayed agents. We don't compute it as the average across agents. 

  • The Customer Satisfaction score is calculated as the average of all CSAT scores the displayed agents received during the period.
  • FRT and RT are calculated as the median on all the tickets the displayed agents responded to/ responded to + closed.

This is designed to show the average performance of the team, rather than the average performance across team members, and match the number you'd see in the Overview if you were to select the same agents

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The Top performers spotlight section

The page header only appears when there are three or more agents and displays your top performers across 4 metrics: 

  • Customer satisfaction (max)
  • First response time (min)
  • Resolution time (min)
  • Number of closed tickets (max)


The Agents heatmap view

Thanks to the heatmap, you can easily identify the most successful agents at a glance. It provides a quick visualization of patterns, trends, and potential areas for improvement, delivering actionable insights - from highlighting top-performing agents to pinpointing bottlenecks.

The heatmap is applied to each column individually - the darker the color, the higher the value of the metrics.



Configuring the table

If you're an Admin or Lead agent, you can select which column to display and change the order of the columns in the table. The changes will apply at an account level, meaning that all your teammates will see the order you've selected.



FAQs

How do I see the agents ranked by number of tickets closed?

You can sort the table by the column Closed Tickets


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