We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
All features of this report are available in all plans, except:
| Feature | Plan |
| Filters | Blossom |
| Ticket drill-down (see the view ticket section) | Garden |
The Agent Performance report gives you a summary of the agents' performances in the selected time period. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing agents.
| Metric | Definition | Relationship to the agent |
| Tickets assigned | Number of tickets assigned in the selected time period | Tickets currently assigned to the agent |
| Tickets resolved | Number of tickets resolved/closed in the selected time period | Tickets currently assigned to the agent |
| Tickets reopened | Number of tickets reopened in the selected time period | Tickets assigned to the agent when reopened |
| Tickets reassigned | Number of tickets reassigned to another agent in the selected time period | Tickets reassigned from this agent to someone else |
| First response SLA % | Percentage of tickets whose first responses were sent by the agent within SLA 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 |
| Resolution SLA % | Percentage of tickets resolved/closed within SLA during the selected time period | Tickets currently assigned to the agent |
| FCR % | Percentage of tickets resolved/closed after a single contact made by the customer during the selected period | Tickets currently assigned to the agent |
| Private notes | Number of private notes added by the agent during the selected time period | Tickets could have been assigned to other agents when note was added, tickets can be currently assigned to other agents |
| Responses | Number of responses 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 |
| Average first response time | Average time taken by the agent to send the first response during the selected time period | Tickets could have been assigned to other agents when first responses were sent, tickets can be currently assigned to other agents |
| 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 resolution time | Average time taken to resolve/close a ticket in the selected time period | Tickets currently assigned to the agent |
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.
View tickets
You will be able to deep-dive into one particular metric by clicking on the corresponding number. It will bring up a list of tickets that currently have that value. For example, in the table, if you click on the number of 'Tickets assigned' by 'John Miller', you will be able to see the list of tickets assigned to John during the particular time period.
