The per-agent report: performance of each member

📍 Where to find it: Reports → Agents

The Agents report compares the performance of each member of your team: number of conversations handled, average first response time, resolution time, customer waiting time and number of cases resolved.

How it works

An overview page lists all agents in a table with their indicators over the chosen period. By clicking an agent's name, you open their detailed page with evolution charts specific to them. You can also filter a single agent directly from the selector at the top.

Step by step

1. Open "Reports" then the "Agents" tab.
2. Choose the date range at the top of the page.
3. Read the table: each row is an agent with their conversations, average times and number of resolutions.
4. Click an agent's name to see their detailed page with charts.
5. Use the "Back" button to return to the list, or the agent selector to choose another one.
6. Click "Download agent reports" to export the table.

Good to know

• Use this report to spot who is overloaded and who can take on more conversations.
• The times shown are averages: an agent with few conversations may have misleading figures.
• For an agent to appear, they must have been assigned to conversations during the period.