--- title: Agent Performance slug: agent-performance docTags: createdAt: 2024-11-22T06:38:55.617Z --- The **Agent Performance [Report](https://app.archbee.com/docs/GPbGdt7UNw_cqbLt6FZhi/W77fOTsoi3FPy_lzWMCj2)** 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 :::hint{type="warning"} 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**: 1. Navigate to the [Reports](docId\:W77fOTsoi3FPy_lzWMCj2) module from the left-hand menu. 2. Under the [Chats](docId\:GbjNS2WKGEbSzf5evI07N) section, select **Agent Performance**. ![](https://api.archbee.com/api/optimize/tjnHF_B8r1-EKcpEGK2I4-yNGalwf1kUjLv0vbtJ9PB-20250626-032952.jpg) # 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. ![](https://api.archbee.com/api/optimize/tjnHF_B8r1-EKcpEGK2I4-uVXf4rkeU1QE1FDuy9kDC-20250626-033341.jpg) - 2\. **Interactive Table**: - Navigate through the data using pagination controls. - Analyze performance trends by scrolling through metrics like resolution times and response frequencies. ![](https://api.archbee.com/api/optimize/tjnHF_B8r1-EKcpEGK2I4-x_7fOOYGnO6ZDCiv67ee5-20250626-033611.jpg) ## 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**: 1. The average time between all responses sent by the agent. - **Average Resolution Time**: 1. The average time taken to resolve a conversation assigned to the agent. - **Max Resolution Time**: 1. The longest time taken by the agent to resolve a conversation. ## Exporting the Data **How to Export:** 1. Right click on the report. 2. Select the **Export** option (Hint: It's the last one). 3. Select your preferred file format. 4. The download begins automatically. :::Iframe{iframeHeight="0" code="
"} ::: # Practical Use Cases 1. **Performance Recognition**: - Identify top-performing agents based on closed conversations and average response times to recognize and reward outstanding contributions. 2. **Training Needs**: - Highlight agents with high resolution times or low productivity metrics to offer targeted coaching or training. 3. **Resource Allocation**: - Use the "Assigned Conversations" metric to evaluate if workloads are evenly distributed across the team. 4. **Customer Experience Monitoring**: - Check average and max resolution times to ensure customers are receiving timely assistance. # Best Practices 1. **Set Benchmarks**: - Define acceptable response and resolution times for agents to measure their performance effectively. 2. **Review Metrics Regularly**: - Use the report to track agent performance trends over time and adjust strategies as needed. 3. **Focus on High-Impact Areas**: - Prioritize training and resources for metrics that directly affect customer satisfaction, such as first response and resolution times. 4. **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 1. **Who can access the Agent Performance **[Report](docId\:W77fOTsoi3FPy_lzWMCj2)** ?** - This report is available to Admins, Managers, and users with access to the Reports module. Restricted users will not have visibility. 2. **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. 3. **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. 4. **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. 5. **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. 6. **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. 7. **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. 8. **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. 9. **Why are some team members missing from the report?** - Only users with active conversations or assignments during the selected time period will appear in the report. If a team member handled no conversations within that timeframe, they will not be displayed. 10. **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.