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.

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

Managing 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!