Agent Performance report

Created by Fawzia Aleem, Modified on Tue, 18 Jun, 2024 at 4:35 PM by Fawzia Aleem

The Agent Performance report gives a Supervisor or a custom support manager a summary of your agents' effort and performance in the selected time period.

You can get an overview of all the activities involving the agents like the number of tickets assigned, reassigned, resolved by them.

You can also get insights into the amount of time taken by each agent to resolve a ticket. This lets you compare the efficiency of agents and train the agents who have taken a long time to resolve tickets.

Also for example, if you find that the number of re-assigned tickets by a particular agent is more than the number of assigned tickets, then the agent has been re-assigning the tickets to another agent or team and this needs to be addressed.

You can filter the agent performance report based on various ticket properties. This will help you understand how your agents are performing when it comes to high-priority tickets or which agent is good at handling what type of tickets.

Metrics split by Agents' Effort:

Metric	Definition	Relationship to the agent
Tickets reassigned (Agent)	Number of tickets reassigned to another agent in the selected time period	Tickets reassigned from this agent to someone else
Tickets reopened	Number of tickets reopened in the selected time period	Tickets assigned to the agent when reopened
Tickets resolved	Number of tickets resolved/closed in the selected time period	Tickets currently assigned to the agent
Agent reply	Number of replies sent by the agent during the selected time period	Tickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents/groups
Public notes	Number of public notes added by the agent during the selected time period	Tickets could have been assigned to other agents when a note was added, tickets can be currently assigned to other agents
Private notes	Number of private notes added by the agent during the selected time period	Tickets could have been assigned to other agents when the note was added, tickets can be currently assigned to other agents
Agent Responses (Agent Interactions)	Total number of responses & public notes added by the agent during the selected time period	Tickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents
Tickets assigned to an agent	Number of tickets assigned in the selected time period	Tickets currently assigned to the agent

Metrics split by Agents' Performance:

Metric	Definition	Relationship to the agent
Tickets resolved within SLA % (Resolution SLA %)	Percentage of the number of tickets resolved within the SLA	Tickets currently assigned to the agent
Tickets first responded within SLA % (First response SLA %)	Percentage of the number of tickets for which the first response has been sent within the SLA	Event performing agent
Tickets resolved within FCR SLA %(First contact resolution SLA %)	Percentage of the number of tickets resolved within SLA with just one agent response	Tickets currently assigned to the agent
Average resolution time in Business hours	Average time taken to resolve/close a ticket in the selected time period - [created time + non-business hours]	Tickets currently assigned to the agent
Average response time	Average time taken by the agent to respond to the requester during the selected time period	Tickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents
Average first response time in Business hours	Average time taken by the agent to send the first response during the selected time period - [created time + non-business hours]	Tickets could have been assigned to other agents when first responses were sent, tickets can be currently assigned to other agents
Average first assign time in Business hours	Average time taken to first-assign the ticket to an agent - [created time + non-business hours]	First-assigned agent
Average first assign time in Calendar hours	Average time taken to first-assign the ticket to an agent - [created time]	First-assigned agent
Average resolution time in Calendar hours	Average time taken to resolve/close a ticket in the selected time period - [created time]	Tickets currently assigned to the agent

Ticket drill-down

Click on any widget in the report for a detailed drill-down of tickets in the specified time period.
Below the graph, expand the 'Show Tabular Data' accordion to see the underlying raw data that fuels it. It will bring up a list of tickets that are associated with the chosen widget. You can use the gear button to select the various fields and properties you want to be added as columns to the table. The 'Ticket ID' column will give you the list of ticket IDs along with a link that will take you to the ticket.
For example, if you click on 'Show Tabular Data' under the 'Tickets created split by source' widget, you will be able to see all the tickets created via the various sources during the selected time period. If you see an abnormal spike for a specific source, you can find out what is causing it and take the necessary actions.
Click on any data point in your graph and a group-by drill-down will pop up. You can now dissect it by any dimension of your choice.
For example, in the 'Created tickets split by source' widget, the tickets coming in via the 'feedback widget' alone are grouped by the Top 5 agents. This will help identify the Top 5 agents currently handling tickets created from the feedback widget in the last 30 days.