Overview of the Agent Performance Dashboard

The agent performance dashboard is useful in tracking and analyzing the performance of the agents and groups. It presents visualized data based on the ticket and message-based stats, CSAT score, total time spent, and SLA statistics over a determined time period (For example, First Response, Next Response, and Resolution).

Please watch this video tutorial for further information.

The agent performance dashboard can be opened by clicking the Reports module.

Ticket widget

The ticket widget provides the following metrics:

Message widget

This widget displays the message stats based on the agent’s response (i.e., The total count of the public replies, notes, unique number of tickets with average first response time, average response time, and average resolution time) updated by the selected agent or group during the specified time period.

FCR widget

The FCR (First Contact Resolution) widget displays the percentage number of tickets solved or closed by the agent with only one agent reply (i.e., public comments) during the specified time period.

SLA achieved widget

This widget displays statistics based on the agent’s responses achieved within SLA (i.e., first response achieved, next response achieved, resolution achieved counts & percentage with their average residual time) during the specified time period.

SLA breached widget

This widget displays the stats based on the agent’s responses which breached SLA (i.e., first response breached, next response breached, resolution breached counts & percentage with their average violation time) during the specified time period regardless of the SLA due.

CSAT widget

This widget displays the CSAT (Customer Satisfaction) statistics like the number of surveys sent, responses, response rate, percentage CSAT score, and the percentages of positive, neutral, and negative ratings given by customers during the specified time period. These statistics are based on the selected agent’s responses, regardless of the time period in which the agent responded.

Worklog widget

This widget displays worklog statistics like total time logged, billable time and non-billable time for the selected agent or group based on worklog date during the specified time period, regardless of worklog creation time.

Selecting time period

You can assess the performance of the agent or group during the specified time period by selecting any of the values. The date range is applicable to all widgets.

Relative dates

The following are the predefined relative date ranges:

• Today
• Yesterday
• This week
• Last week
• This month
• Last month
• Last 60 days
• Last 90 days
• This year

Custom range

You can use the custom date range option to select any date range that does not match the predefined relative date range values. By default, the custom date range of 31 days (including the current date) will be selected.

Applying filters

Filters are useful in visualizing the data in all the widgets based on your need to check the agent or group performance. For example, when you want to check the details based on a category or brand alone during the specified time period.

Using brand filter

Use the Brand dropdown field near Date Range at the top-right corner to filter the results based on the selected brands. By default, brand preferences will be based on your profile settings.

Using advanced filter

1. Click the Filters options at the top-right corner to open a filter panel.
2. Select the required field and click the Apply button to refresh all the widgets, resulting in the chosen conditions.