Agent Performance Report

Agent Performance Report

From data to decisions: A deep dive into ticketing system reports


An agent performance report in a ticketing system provides a comprehensive view of how support agents manage customer tickets. It measures efficiency and quality by tracking key performance indicators (KPIs).

What KPIs do agent performance reports track? 

Response metrics

  • Outgoing: Total number of responses on tickets (not including incoming threads)
  • Responses: Total number of replies related to an incoming ticket thread
  • First response: Total number of first responses on incoming tickets
  • Reopened tickets: Total number of reopened tickets during the selected period
  • First response time (average): Average time between ticket creation and first response
  • Response time (average): Average time between a customer submitting a ticket and receiving a solution

Resolution metrics

  • FCR tickets: Total number of tickets that get closed within the first response
  • Closed tickets: Total number of closed tickets
  • Resolution time (average): Average time between resolving the customer's issue and successfully closing the ticket

SLA metrics

  • First response violation: Number of tickets whose first responses were sent after their SLA targets
  • First response success: Number of tickets whose first responses were sent within their SLA targets
  • Response violation: Number of tickets whose responses were sent after their SLA targets
  • Response success: Number of tickets whose responses were sent within their SLA targets
  • Resolution violation: Number of tickets that were resolved after their SLA targets
  • Resolution success: Number of tickets that were resolved within their SLA targets
  • First response violation time (average): How long, on average, first responses violated the SLA target by
  • Response violation time (average): How long, on average, did initial responses violate the SLA commitments by
  • Resolution violation time (average): How long, on average, resolutions violated their established deadlines or SLA commitments by (in days)
  • First response residual time (average): Average time left until the SLA target after sending a first response
  • Response residual time (average): Average time left until the SLA target after responding to a ticket
  • Resolution residual time (average): Average time left until the SLA target after resolving a ticket

Customer happiness metrics

  • OK ratings: The number of agent responses that received an ok rating
  • Bad ratings: The number of agent responses that received a bad rating
  • Good ratings: The number of agent responses that received a good rating

Report purposes

  • Track daily activities and monitor key metrics—such as ticket volumes handled, response and resolution times, and session counts—to gain insight into the daily actions of agents. 
  • Identify strengths and weaknesses that reveal which agents consistently meet service targets and which may need additional support or training. 
  • Make data-based decisions about staffing, scheduling, and process improvements.  
  • Agent performance reports help managers cut chaos and find their employees' strengths and weaknesses.

Quote

Points to remember when using an agent performance report

  • The data on the report will refresh every hour.
  • Only administrators can view the dashboard.
  • Deleted, merged, and spam tickets are included in the report.

Final thoughts

Supervisors can use the report to rank agents, recognize top performers, and tackle bottlenecks in their processes. They can filter the breakdown by high-priority tickets, different ticket types, or custom periods for deeper analysis. By regularly monitoring these metrics, organizations can improve service quality, boost team productivity, and ultimately enhance their customer experience. 

The agent performance report is a crucial tool in ticketing systems for measuring agent productivity, service quality, and adherence to support standards. It helps management optimize support operations.


Stay tuned for more articles in our Desk Reports series.


Regards,

 

Kavya Rao

The Zoho Desk Team



InfoManaging a help desk involves complex responsibilities, such as identifying bottlenecks, minimising errors, and evaluating team performance for seamless service delivery. To do this effectively, access to comprehensive analytics and real-time insights is crucial. Zoho Desk streamlines these tasks by also providing detailed analytics and live reports through the Radar app, allowing managers to make informed decisions anytime, anywhere. Download now!

    • Sticky Posts

    • Zoho Desk Partners with Microsoft's M365 Copilot for seamless customer service experiences

      Hello Zoho Desk users, We are happy to announce that Zoho Desk has partnered with Microsoft's M365 to empower customer service teams with enhanced capabilities and seamless experiences for agents. Microsoft announced their partnership during their keynote

    • WhatsApp pricing changes: Pay per message starting July 1, 2025

      Starting July 1, 2025, WhatsApp is shifting from conversation-based pricing to per-message billing. That means every business-initiated message you send will count. Not just the first one in a 24-hour window. Pricing updates on the WhatsApp Business Platform

    • Live Webinar - Work smarter with Zoho Desk and Zoho Workplace integration

      Hello customers! Zoho Desk and Zoho Workplace are coming together for a webinar on 14th May, 2024. Zoho Workplace is a suite of productivity apps for email, chat, docs, calls, and more at one single place. Zoho Desk is closely integrated with a few tools

    • Apple iOS 17 and iPadOS 17 updates for Zoho Desk users

      Hello Zoho Desk users! Apple recently announced the release of iOS 17 and iPad OS 17. These latest OS updates will help you stay productive and efficient, through interactive and seamless user experiences. Zoho Desk has incorporated the updates to help

    • Zoho Desk Cheat Sheet For The Year-End

      Check out these Zoho Desk best practices to end this year on a high and have a great one ahead! #1 Set Business (Holiday) Hours - If you have limited working hours, please make sure you restrict your business hours or set them as holidays for the coming days. Let your customers know when you will, and won't, be available. #2 Update the Annual Holiday List - Check the holidays for the new year and update the holiday schedule. Usually, holidays from the current year will be carried over for the next

    • Recent Topics

    • Evaluate applicants faster: Profile Summary and Skill Sets now in Applications

      Evaluating applicants often requires switching between modules to understand their skills and background. With this update, we’ve extended two capabilities directly to the Applications module: Skill Sets and Profile Summary. You can now review applicants

    • Free webinar: How to use passkeys with Zoho Vault

      Hi everyone! Passkeys are transforming the way we sign in—making authentication safer, faster, and completely passwordless. No more memorizing complex passwords or worrying about credential theft. With Zoho Vault, you can securely manage both passwords

    • Adding Markdown text using Zoho Desk API into the Knowledge Base

      Hi Zoho Community members, We currently maintain the documentation of out company in its website. This documentation is written in markdown text format and we would like to add it in Zoho Knowledge Base. Do you know if there is REST API functionality

    • Is it possible to embed Zoho Bookmarks in the Cliq sidebar?

      Is there any way that each Zoho user can access their bookmarks (that live in https://bookmarks.zoho.eu/ which is technically a part of Zoho Mail) directly within Cliq? As a widget, or an item in the sidebar? My team does not use Mail, it uses Cliq all

    • Enhancing Zia's service with better contextual responses and article generation

      Hello everyone, We are enhancing Zia's Generative AI service to make your support experience smarter. Here's how: Increased accuracy with Qwen One of the key challenges in AI is delivering responses that are both contextually accurate and empathetic while

    • Let us add Lookup fields in the Blueprint Transitions

      We are unable to add Lookup Fields in the blueprint transitions in Zoho Desk, we wanted to make it a requirement for our workflow but since it's not available in the transition we cannot. The lookup field exists in the Layout: But it cannot be added/selected

    • Countries List Global Set- Complete with Phone Country Code and Continent.

      Dear Zoho Team I saw your recent addition to the Global Sets regarding the Countries list and states. While working on it, why didn't you also add things like Continent and Phone Country Code? Also, some ISO codes from some Countries/regions are mis

    • How can we clear a signature field with deluge?

      I would like to clear a signature field in the Edit -> On Load. I have tried input.signature = ""; input.signature = null; clear input.signature; None of the above is working. is there any other way I am missing?

    • Online PDF Editor

      Hello Team, There is a small glitch i found when i was using your online software called "PDF Editor", There is a menu bar on right side comes when we click on 3 dots for any pdf, but that entire menu has no options to choose, that is totally blank, please

    • How do you print a refund check to customer?

      Maybe this is a dumb question, but how does anyone print a refund check to a customer? We cant find anywhere to either just print a check and pick a customer, or where to do so from a credit note.

    • How do I disconnect my Salesforce integration?

      I need to integrate a different Salesforce sandbox with my Zoho form.

    • Zoho Recruit - Email Relay

      Good day, Has anyone succeeded in setting up an email relay for Office 365? If I add the details from https://support.microsoft.com/en-us/office/pop-imap-and-smtp-settings-8361e398-8af4-4e97-b147-6c6c4ac95353, I get the connection error. Regards, Eka

    • Zoho Recruit -> Exchange Online Relay

      HI! I have tried to connect Recruit to our MS 365 Exchange Online without any luck. I use this guide https://help.zoho.com/portal/en/kb/recruit/outreach/email-relay/articles/email-relay-zoho-recruit#Configuring_Email_Relay_Settings Do anyone have the

    • Error AS101 when adding new email alias

      Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

    • an issue in Zoho CRM where the workflow rule is not triggering

      H I’m currently facing an issue in Zoho CRM where the workflow rule is not triggering when a new lead is created through a webform. I’ve double-checked the criteria and field updates, everything seems fine but it still doesn’t fire. Has anyone faced this

    • 401 Unauthenticated Error – Zoho CRM to Google Sheets Integration

      Hi I'm building an Automation Function in Zoho CRM using Deluge that appends contact data from Zoho CRM into a Google Sheet whenever a new contact is created. WHAT I'VE DONE: I created a connection in Zoho CRM (Developer Hub → Connections) with the following

    • Power up your Kiosk Studio with Real-Time Data Capture, Client Scripts & More!

      Hello Everyone, We’re thrilled to announce a powerful set of enhancements to Kiosk Studio in Zoho CRM. These new updates give you more flexibility, faster record handling, and real-time data capture, making your Kiosk flows smarter and more efficient

    • Real signature in Zoho Expense PDF report ?

      Hello ! Is there a way to put a real signature on the signature line when a PDF report is generated in Zoho Expense? Through Zoho Sign or another way? Can't seem to make it work.

    • Books <-> CRM synchronisation with custom Fields

      Hello, We are synchronising Books Customers with CRM Accounts. In CRM Accounts I set up last year a "segments" multiselect field shown below In Books, I set up a custom multi-select field with the same value as in the CRM And set up the synchronisation inside Books. Want to synchronise the Books Segments with the CRM Segments, but the later doesn't exist, and another non-existing is there ?! First, I don't understand where the field Segmentation is coming from. Second, I set CRM Segmentation to sync

    • Income not showing in direct bank feed

      Hi, I am trying to enter income without knowing or mentioning customer, as i am told, my client wants single or cash basis accounting but i seriously struggling......................

    • I am not able to check in and checkout in zoho people even location access allowed

      This issue i am facing in mackbook air m1, I allowed location in chrome browser and i also tried in safari but getting similar issue. Please have a look ASAP.

    • Preview future shift rotation in Shift Schedule

      Hi, What if, instead of the current behavior, the Shift Rotation feature in Zoho People allowed users to preview future shift schedules before the scheduler execution? Currently, when a shift rotation is configured (for example, monthly rotation), the

    • Automatically Update Ticket Status in Zoho Desk Based on Actions in Zoho Projects

      Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to manage tasks related to customer tickets, and it works well for linking and tracking progress. However, there are a few important automation capabilities

    • Sign Out

      Hello, I have a doubt with Permalink. I have a view created with critera to show only the records belonging to the user who has sign in. The problem is that the different users use the same computer and some times the user login keep signed, and when I send the permalink (by email) of the view, the users enter with other login signed. Moreover the permalink view doesn�t allow to do a log out. May I add something in the permalink to request always sign in? Sorry for my English. Many thanks! Regards

    • Announcing new features in Trident for Windows (v.1.39.4.0)

      Hello Community! Trident for Windows just received a major update, with a range of capabilities that focuses on strengthening communication and simplifying workflows. Let’s dive into what’s new! Upload email attachments to WorkDrive. Until now, you could

    • Notification of Interaction Assignment

      If a user is assigned an interaction, they should be notified via email. These are almost useless because if I assign an interaction for someone to respond to, they dont know that I assigned it to them without me telling them or them logging in and discovering

    • Introducing Automatic Field Addition (Text Tags) in Zoho Sign

      Hello, Today we are excited to announce the general availability of automatic field addition (text tags) feature in Zoho Sign. Now, you can now add text tags in the content of your documents and Zoho Sign will automatically add the corresponding fields when they are uploaded for the signing process. For example: when you add text tags to your sales orders, new employee contracts, and NDAs, Zoho Sign will add the corresponding fields when these documents are uploaded for the signing process. If you

    • Introducing Built-in Telephony in Zoho Recruit

      We’re excited to introduce Built-in Telephony in Zoho Recruit, designed to make recruiter–candidate communication faster, simpler, and fully traceable. These capabilities help you reduce app switching, handle inbound calls efficiently, and keep every

    • Write-Off multiple invoices and tax calculation

      Good evening, I have many invoices which are long overdue and I do not expect them to be paid. I believe I should write them off. I did some tests and I have some questions:  - I cannot find a way to write off several invoices together. How can I do that,

    • Splitting Transactions in Zoho Books

      I have read in past forum posts that the ability to split bank transactions would likely be implemented - it's definitely a typical accounting program feature.  I'm new to Zoho and thought I'd found nirvana until I realized this feature doesn't seem to

    • Ability to assign Invoice Ownership through Deluge in FSM

      Hi, As part of our process, when a service appointment is completed, we automated the creation of the invoice based on a specific business logic using Deluge. When we do that, the "Owner" of the invoice in Zoho FSM is defaulted to the SuperAdmin. This

    • Statement Aging On Cutomer Statement

      Hello, Is it possible to put aging on customer statements? Current 1-30days 31-60days 61-90days 91-120days Over 120 days. See attached image from another accounting package. Many customers pay off a statement and clear older invoices.

    • Unveiling the next iteration of Ask Zia in Zoho CRM: An all-new chat interface, conversation history, actions, and much more

      Your CRM assistant just leveled up. Zoho CRM's Ask Zia functionality now offers a more conversational and context-aware experience to help you not just understand your data, but act on it—all from one chat window. With its redesigned interface and expanded

    • Response rate and time on social media

      Hello, I just want to know if it's possible to manage the response rate and response time from my social media on zoho social ? I don't see any statistical reports on the online scoreboard ? Thank you in advance for your response and sorry if the question has already been posted

    • Whatsapp BOT with CRM

      Hello, how do you use Whatsapp integrations in zoho CRM?

    • Ability to translate Zoho CRM Kiosks

      Hi team, Is support for translating kiosk text and screen names in the Zoho CRM translation tool planned on the roadmap? Thanks,

    • Create Receipt of a Donation (not a sale)

      We are a non-profit organization that receives general donations. How do I create a receipt of payment for the donor and categorize the payment as a Gift? I tried the method of creating an invoice; however that automatically created a "Sales" transaction

    • Whatsapp Limitation Questions

      Good day, I would like to find out about the functionality or possibility of all the below points within the Zoho/WhatsApp integration. Will WhatsApp buttons ever be possible in the future? Will WhatsApp Re-directs to different users be possible based

    • Editing the list of Categories in the Categorize Manually section of Banking in Zoho Books

      Hi, I need to create two new Categories called Withdrawals and Deposits to categorize payments in a bank account. How do I edit the Categories list?

    • Can I write a check in Zoho Books with no associated bill?

      This currently does not seem possible, and I have a client that desperately needs this function if I am able to convert them with Quickbooks. Thank you in advance for your reply. 

    • Next Page