Understanding the Agent Performance report
One of the most useful reports for monitoring the day-to-day performance of your agents is the Agent Performance report. This report offers detailed statistics on several agent performance metrics and can be configured to show data for one or more agents during various time periods (from one day to 30 days).
For each agent, the report includes performance information organized under four broad categories, namely:
- Response Metrics
- Resolution Metrics
- SLA Metrics
- Customer Happiness Metrics
These metrics will include a range of indicators - everything from ‘first response time’ and ‘average resolution time’ measures to service agreement compliance levels and customer happiness ratings. Let's look at the various agent performance statistics categorized by the above four constructs.
Note:
- The data on the report will refresh automatically once every hour.
- Only users with Profile permission to view the Administrator Dashboard can view data of other agents.
- Deleted, merged, and spam tickets are not excluded from the report.
Metric | Definition | How it's calculated |
Response Metrics | ||
Outgoing | Total number of public responses on tickets irrespective of incoming threads. | The sum of ticket responses. |
Responses | Total number of public responses corresponding to an incoming ticket thread. | The sum of ticket responses for each incoming thread. |
First Responses | Total number of first public responses on tickets. | The sum of first ticket responses by the agent. |
Reopen Tickets | Total number of ticket reopens during the chosen time period. | The sum of tickets that were closed at least once and then reopened. |
First Response Time [Avg] | The average time between ticket creation and the first public response sent to that ticket. | Average of difference between response timestamp and creation timestamp of tickets. |
Response Time [Avg] | The average time between a customer sending a ticket and receiving a response until the ticket is closed. | Average of difference between the timestamp of every incoming and outgoing conversation of a ticket. |
Resolution Metrics | ||
FCR Tickets | Total number of tickets that get closed within the first response from the agent. | The sum of tickets where ticket status is Closed and contains one public response from the agent. |
Closed Tickets | The number of closed tickets. | The sum of tickets where ticket status is Closed. |
Resolution Time [Avg] | The average time your agent takes to successfully solve the customer's problem and close the ticket. | Average of difference between closure timestamp and creation timestamp of tickets. |
SLA Metrics | ||
First Response Violation | Number of tickets whose first responses were sent beyond their SLA targets. | The sum of tickets whose First Response SLA metric status is violated. |
First Response Success | Number of tickets whose first responses were sent within their SLA targets. | The sum of tickets whose First Response SLA metric status is fulfilled. |
Response Violation | Number of tickets whose responses were sent beyond their SLA targets. | The sum of tickets whose Response SLA metric status is violated. |
Response Success | Number of tickets whose responses were sent within their SLA targets. | The sum of tickets whose Response SLA metric status is fulfilled. |
Resolution Violation | Number of tickets that were resolved beyond their SLA targets. | The sum of tickets whose Resolution SLA metric status is violated. |
Resolution Success | Number of tickets that were resolved within their SLA targets. | The sum of tickets whose Resolution SLA metric is fulfilled. |
First Response Violation Time [Avg] | The average amount of time by which the SLA target time for sending first public response is violated, for example, if the first response target (A) is 3 hours and the target was achieved (B) in 4 hours then the violation time (C) will be 1 hour [B-A=C]. | Average of difference between the actual responded time and the original first response due time of tickets. |
Response Violation Time [Avg] | The average amount of time by which the SLA target time for sending each public response is violated. | Average of difference between the actual responded time and the original response due time of tickets. |
Resolution Violation Time [Avg] | The average amount of time by which the SLA target time for resolving a ticket is violated, for example, if the resolution target (A) is 3 hours and the ticket was resolved (B) in 4 hours then the violation time (C) will be 1 hour [B-A=C]. | Average of difference between the actual resolved time and the original resolution due time of tickets. |
First Response Residual Time [Avg] | The average amount of time left to fulfill the SLA target of sending the first public response after achieving it, for example, if the first response target (A) is 3 hours and the ticket was responded (B) in 2 hours then the residual time (C) will be 1 hour [A-B=C]. | Average of difference between the original first response due time and the actual responded time of tickets. |
Response Residual Time [Avg] | The average amount of time left to fulfill the SLA target of sending each public response after achieving it. | Average of difference between the original response due time and the actual responded time of tickets. |
Resolution Residual Time [Avg] | The average amount of time left to fulfill the SLA target of resolving a ticket after achieving it, for example, if the resolution target (A) is 3 hours and the ticket was resolved (B) in 2 hours then the residual time (C) will be 1 hour [A-B=C]. | Average of difference between the original resolution due time and the closed time of tickets. |
Customer Happiness Metrics | ||
OK Ratings | The number of public agent responses that received a OK rating. | The number of ticket responses where happiness rating is OK. |
Bad Ratings | The number of public agent responses that received a Bad rating. | The number of ticket responses where happiness rating is Bad. |
Good Ratings | The number of public agent responses that received a Good rating. | The number of ticket responses where happiness rating is Good. |
Note:
1. If a ticket violates both the First Response Time and the Response Time, it will be counted as two instances in the response violation column of the agent response report, even though it pertains to the same ticket.
For example, if the first response is set as 30 minutes and follow-up responses at two hours. In a particular case, if the first response was sent after 30 minutes, the system will consider this as a violation. Likewise, if the next response was sent within 2 hours but the subsequent responses were delayed, the system will consider that as a violation too. Hence, the report will record two instances of violation for the same ticket.
2. If a ticket is responded by an agent other than the ticket owner, the system will still consider it as a response by the ticket owner under the number of response success. Where as the response will be marked for the respective agent under the number of response. Therefore, the No. of Responses and No. of Response Success may not show the exact values.
Accessing Agent Performance Report
The Agent Performance report can be accessed from under the Reports tab in your help desk account.
To access the report:
- Click the Analytics module in the top bar. The Overview opens by default.
- Click Reports again in the left panel.
- Select Agent Performance from under the Static Reports folder.
Defining Time Frames
By default, the report will display performance metrics for the last 24 hours. However, you can customize the report to assess agent performance over different time periods.
Select from one of the following predefined reporting periods:
- Last 24 hours [default]
- Today
- Yesterday
- Last 7 days
- Last 30 days
- Current week
- Last week
- Current month
- Last month
- Custom - Select a start and end date not exceeding 30 days
To define the time frame:
- Open the Agent Performance report.
- Select the Last 24 hours filter in the upper-right area.
- In the drop-down menu, do one of these:
- Select a predefined time frame from the drop-down list.
- Select Custom and then specify a custom date or range of dates.
Note: Specify a custom date range not exceeding 30 days. - The report data will be updated to reflect the changes.
Grouping by Date
You can determine how the performance metrics are grouped and displayed. You can view each agent in your selected time frame as an individual record, or you can group by date to see cumulative information for your selected time frame. When you group by date, the agent metrics are displayed for each date.
To group data by date:
- Open the Agent Performance report.
- Click the More icon (
) in the upper-right corner of the page.
- Select Date under Group by.
The agent metrics will displayed for each date.
Exporting Performance Data
You can export your agent performance metrics in the formats - XLS (grid format), PDF, CSV, and CSV Max Records. Note that you can export a maximum of 2000 records per instance in all formats except for CSV Max Records, which allows exporting 50000 records.
To export report data:
- Open the Agent Performance report.
- Click the More icon (
- Select the format to export under Export as.
The report will be instantly exported and saved in your downloads folder.
Access your files securely from anywhere
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