Agent Performance
See how each agent is performing across response time, volume, and satisfaction.
The Agent Performance dashboard lets admins compare output and quality across individual agents and teams.
Accessing agent analytics
Go to Analytics → Agents in the sidebar.
Metrics per agent
| Metric | Description |
|---|---|
| Conversations handled | Total conversations the agent replied to in the period |
| First response time | Average time from conversation assignment to first reply |
| Resolution rate | % of their conversations that were resolved |
| Avg handle time | Average duration from first reply to resolution |
| CSAT score | Average customer satisfaction rating received |
| Online time | Hours the agent was set to Available |
Leaderboard view
Switch to Leaderboard to rank all agents by any metric. Useful for performance reviews or spotting who needs support.
Team rollup
Select a team from the filter to see aggregated metrics for that team alongside individual agent breakdowns within it.
Tracking over time
The Trend chart for each agent shows their first response time and CSAT score over the selected period. A rising first response time or falling CSAT score is an early warning sign.
Using data in 1-on-1s
Click any agent's name to open their detail view showing:
- Daily conversation volume
- Response time distribution (fastest / slowest / median)
- CSAT comments from that period
- Conversations flagged or escalated
This view is designed to be used directly in agent performance conversations.
Date range and filters
All metrics respect the date range selector at the top. You can compare any two periods using the Compare toggle.