Team & Agents
Agent Performance Tracking
Track your team's support quality with built-in analytics.
Key Metrics Per Agent
•Tickets Handled — total tickets assigned
•Avg Response Time — time to first reply
•Avg Resolution Time — time from open to resolved
•Customer Satisfaction — based on feedback ratings
•SLA Compliance — percentage of tickets resolved within SLA
Go to Admin → Analytics → Agent Performance:
•See all agents ranked by key metrics
•Filter by date range
•Compare week-over-week trends
Export reports for team reviews:
1.Go to Analytics → Agent Performance
2.Set date range
3.Click Export
4.Download as CSV
•Identify agents who need more training
•Balance workload across the team
•Set realistic SLA targets based on actual data
•Recognize top performers