Allow clicking on individual Agents in Support Analytics to view breakdowns in graphs (e.g., conversations handled, TTFR, TTR) to better understand workload differences and agent performance over time.
The built-in Teammate Performance report template includes a ‘Teammate’ filter that scopes the entire report to one person. You can track their conversations assigned, replied to, and closed, alongside response times, handling time, productivity, and CSAT:
The ‘Teammate Productivity’ graph shows performance over time, and you can create custom charts for metrics such as first response time or time to close:
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Comments1
Jul 27
PinnedHey! This is now supported with the new Reports product 📊
The built-in Teammate Performance report template includes a ‘Teammate’ filter that scopes the entire report to one person. You can track their conversations assigned, replied to, and closed, alongside response times, handling time, productivity, and CSAT:
The ‘Teammate Productivity’ graph shows performance over time, and you can create custom charts for metrics such as first response time or time to close:
Get started with the Teammate Performance report →