Agents Performance reportUpdated 11 days ago
General
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. Continue reading to find out how these metrics are calculated and how they can help you track your team's performance.
🆕 You can now sort the table by any column!
Agent performance
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. Continue reading to find out how these metrics are calculated and how they can help you track your team's performance.
These results are complementary to those that you can see in the Overview performance report, so we are going to compare how they are computed in both dashboards.
Metrics:
1. Customer Satisfaction (CSAT)
Customer Satisfaction with the support provided by agents is measured on a scale from 1-5.
For more information, refer to the detailed definition here.
2. First Response time
Measures the time that has 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.
For more information, refer to the detailed definition here.
Note: 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).
3. 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.
For more information, refer to the detailed definition here.
4. 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).
For more information, refer to the detailed definition here.
5. 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.
6. Tickets Replied
The total number of tickets the agent replied to, i.e. worked on within the selected timeframe.
For more information, refer to the detailed definition here.
7. Messages Sent
The total number of messages sent across all tickets the agents worked on during the selected timeframe. Excludes internal-notes.
For more information, refer to the detailed definition here.
Agents' average results can be compared quickly by using the 'average row'.
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 do not compute it as the average across agents.
- 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:
1. Show the average performance of the team, rather than the average performance across team members.
2. Match the number that you would see in the Overview if you were to select the same agents
The "Top Performers" spotlight section
The page header displays your top performers across 4 metrics:
- Customer satisfaction (max)
- First response time (min)
- Resolution time (min)
- Number of closed tickets (max)
Note: It only appears when there are three agents or more.
The "Agents Heatmap" view
Thanks to the Heatmap, you can easily identify the most successful agents at a glance. Our Heatmap 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.
FAQs
How do I see the agents ranked by number of tickets closed?
You can now sort the table by the column "Closed tickets".
