Agent Performance

the agent performance report provides insights into how individual agents are handling conversations over a selected timeframe this report is essential for monitoring productivity, identifying high performing agents, and understanding areas for improvement within the team purpose the agent performance report tracks key performance metrics for agents, helping managers evaluate workload distribution, efficiency, and response times it highlights both individual and team contributions to customer engagement getting here this module is accessible to admins , managers , and users with permission to view the reports module restricted users may not have access to this report steps to access navigate to the reports overview docid\ w77fotsoi3fpy lzwmcj2 module from the left hand menu under the chats docid\ gbjns2wkgebszf5evi07n section, select agent performance using the report period selection the report supports predefined and custom timeframes use the period selector at the top to choose from options such as today yesterday this week last week this month last month custom select specific dates 2\ interactive table navigate through the data using pagination controls analyze performance trends by scrolling through metrics like resolution times and response frequencies metrics tracked this report includes the following columns agent name the name of the agent being analyzed assigned conversations the total number of conversations assigned to the agent during the selected timeframe closed conversations the number of conversations successfully resolved by the agent messages sent the total number of outgoing messages sent by the agent average first response time the average time taken by the agent to send the first response after a conversation is assigned average response time the average time between all responses sent by the agent average resolution time the average time taken to resolve a conversation assigned to the agent max resolution time the longest time taken by the agent to resolve a conversation exporting the data how to export right click on the report select the export option (hint it's the last one) select your preferred file format the download begins automatically practical use cases performance recognition identify top performing agents based on closed conversations and average response times to recognize and reward outstanding contributions training needs highlight agents with high resolution times or low productivity metrics to offer targeted coaching or training resource allocation use the "assigned conversations" metric to evaluate if workloads are evenly distributed across the team customer experience monitoring check average and max resolution times to ensure customers are receiving timely assistance best practices set benchmarks define acceptable response and resolution times for agents to measure their performance effectively review metrics regularly use the report to track agent performance trends over time and adjust strategies as needed focus on high impact areas prioritize training and resources for metrics that directly affect customer satisfaction, such as first response and resolution times combine with other reports use insights from the conversation analytics or response performance reports to gain a holistic view of team performance and identify workflow bottlenecks faqs who can access the agent performance reports overview docid\ w77fotsoi3fpy lzwmcj2 ? this report is available to admins, managers, and users with access to the reports module restricted users will not have visibility what timeframes can i filter the report by? you can choose from predefined options such as today, yesterday, this week, last week, this month, last month, or set a custom date range what does “assigned conversations” mean? this metric represents the total number of conversations assigned to a specific agent during the selected timeframe, regardless of whether they were resolved or not how is “average first response time” calculated? it measures the average time it takes for an agent to send the first message after a conversation is assigned to them what is the difference between “average response time” and “average first response time”? “average response time” refers to the average duration between all responses throughout a conversation, while “first response time” only measures the delay before the initial reply what does “max resolution time” indicate? this metric shows the longest time an agent took to fully resolve a conversation during the selected period, helping identify potential outliers can i export the agent performance report? yes right click anywhere on the report, choose the export option (typically the last one), select your desired file format, and the download will begin automatically how can this report help identify training needs? agents with high resolution times, low closure rates, or slow response times may require additional support, which this report helps surface why are some agents missing from the report? only users assigned the "is agent" setting in their profile will appear in this report make sure this flag is enabled for relevant team members how does this report support team planning and management? by analyzing performance metrics such as average response times, message volume, and resolution rates, managers can assess productivity, identify top performers, and rebalance workloads where necessary