All features of this report are available in all plans, except:


FeaturePlan
FiltersBlossom
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. 

 

MetricDefinitionRelationship to the agent
 Tickets assignedNumber of tickets assigned in the selected time periodTickets currently assigned to the agent
Tickets resolvedNumber of tickets resolved/closed in the selected time period
Tickets currently assigned to the agent
Tickets reopenedNumber of tickets reopened in the selected time periodTickets assigned to the agent when reopened
Tickets reassignedNumber of tickets reassigned to another agent in the selected time periodTickets 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 periodTickets 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 periodTickets currently assigned to the agent
FCR %Percentage of tickets resolved/closed after a single contact made by the customer during the selected periodTickets currently assigned to the agent
Private notesNumber of private notes added by the agent during the selected time periodTickets could have been assigned to other agents when note was added, tickets can be currently assigned to other agents
ResponsesNumber of responses sent by the agent during the selected time periodTickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents
Average first response timeAverage time taken by the agent to send the first response during the selected time periodTickets could have been assigned to other agents when first responses were sent, tickets can be currently assigned to other agents

Average response timeAverage 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 timeAverage time taken to resolve/close a ticket in the selected time periodTickets 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 Resolved' by 'Aaron', you will be able to see the list of tickets resolved by Aaron during the particular time period. 


 

 



Plan information: Other than the features specified here, all features in this report are available in all plans. 


FeaturePlan
FiltersBlossom
Ticket drill down (See the view ticket section)Garden



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. 


MetricDefinitionRelationship to the agent
 Tickets assignedNumber of tickets assigned in the selected time periodTickets currently assigned to the agent
Tickets resolvedNumber of tickets resolved/closed in the selected time period

Tickets currently assigned to the agent

Tickets reopenedNumber of tickets reopened in the selected time periodTickets assigned to the agent when reopened
Tickets reassignedNumber 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 periodTickets 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 periodTickets 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 notesNumber 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

ResponsesNumber 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 timeAverage 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 timeAverage 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 timeAverage time taken to resolve/close a ticket in the selected time periodTickets 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 Resolved' by 'Aaron', you will be able to see the list of tickets resolved by Aaron during the particular time period.