The Agent Performance report gives you a focused view of how well your human agents are handling conversations across different channels. This report helps track key operational metrics such as response speed, handling efficiency, and follow-up completion times. Use this report to evaluate agent workload, identify bottlenecks in post-conversation processes, and surface areas where additional support or training may be needed.

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Metrics in this Report

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1. Avg. First Response Time

How quickly agents respond to customer messages after the conversation begins. Displayed in seconds.

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2. Avg. Handle Time

The total time an agent is actively engaged in a conversation, from start to resolution.

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3. Avg. Wrap-up Time

The time taken by the agent after a conversation ends to finish internal notes or tasks. This metric captures backend effort and documentation time.

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4. Total Transfers

Number of conversations that were reassigned or escalated to another agent or queue.

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5. Transfer Rate

Percentage of total conversations that were transferred, indicating how often agents pass on conversations.

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6. Average CSAT

Average satisfaction score received by the agent from customers (when available).

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Charts in this Report

All charts in this report automatically display data for the last 6 months if no specific time range is selected. The time breakdown of each chart—such as daily, weekly, or monthly—is controlled by the “Group data by” filter. Charts dynamically update based on the applied filters (e.g., channel, direction, CSAT score), ensuring that the visualizations reflect only the relevant subset of data.
  • Conversations by Channel A bar chart showing how many conversations each agent handled across Call, Chat, WhatsApp, and Message.
  • CSAT Trend Over Time A time-series chart showing the agent’s average CSAT across a time period.
  • Transfers & Transfer Rate Displays the number of transfers and the transfer percentage trend line, month-by-month.
  • Avg. Handle Time vs Wrap-up Time Plots both metrics together to highlight whether agents are spending more time in active support or follow-up activities.

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Filters

You can customize this report using the following filter options at the top:
  • Date Range: Select a specific period for the report view.
  • Group Data By: View agent performance by Hour, Day, Week, Month, Quarter, or Year.
  • Channel: Focus on specific channels like Chat, WhatsApp, or Call.
  • Direction: Filter by inbound or outbound conversations.
  • CSAT Score: Optionally filter by satisfaction ratings.
  • Status: Choose conversation states like Resolved, In Progress, etc.

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Export Options

Each chart offers the ability to export:
  • CSV: Raw data in comma-separated format.
  • XLSX: Spreadsheet version for Excel or Sheets.
  • Image: Visual snapshot (PNG) of the current chart.