Agent Performance Tracking



Track your team's support quality with built-in analytics.

Key Metrics Per Agent



  • •Tickets Handled — total tickets assigned
  • •Avg Response Time — time to first reply
  • •Avg Resolution Time — time from open to resolved
  • •Customer Satisfaction — based on feedback ratings
  • •SLA Compliance — percentage of tickets resolved within SLA


    • Viewing Performance



    Go to Admin → Analytics → Agent Performance:
  • •See all agents ranked by key metrics
  • •Filter by date range
  • •Compare week-over-week trends


    • Performance Reports



    Export reports for team reviews:
  • 1.Go to Analytics → Agent Performance
  • 2.Set date range
  • 3.Click Export
  • 4.Download as CSV


    • Using Performance Data



  • •Identify agents who need more training
  • •Balance workload across the team
  • •Set realistic SLA targets based on actual data
  • •Recognize top performers