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The Group Performance report gives a Supervisor or a custom support manager a summary of their agents' effort and performance in the selected time period.
You can sort your agent groups based on various metrics like their SLA compliance or the number of responses they add and find out the best and least performing groups.
You can also get insights on the amount of time taken by each group to resolve tickets. This lets you compare the efficiency of groups and add/subtract agents to the group if required
You can get an overview of all the activities done by a group like the number of tickets assigned, reassigned, or resolved by them.
You can filter the group performance report based on various ticket properties. This will help you understand how your groups are performing when it comes to high-priority tickets or which group is good at handling what type of tickets.