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Support Agent Response/Email Count in Analytics

Reports
Users need the ability to track the number of individual responses or emails sent by each support agent within a specified time period. This metric is crucial for evaluating agent performance and aligning with internal KPIs, providing a more granular view beyond just conversation resolution or assignment. The need arises as some cases might be resolved with just one or no answer at all while others might need more back and forth for a resolution.
Posted by Lara Macarena Sastre ·
Status: Completed1 comment

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Comments1

  • Markus Palm changed status to Completed
    Team•

    Jul 27

    Pinned

    Hey! This is now supported with the new Reports product! 📊

    The built-in Teammate Performance report template includes a 'Comparison of Teammate performance' table that gives every teammate their own row and includes:

    • Replies sent - every customer-visible message or email reply they sent during the selected period

    • Conversations replied to - the number of unique conversations they replied to

    • And many other metrics that you can customize

    This gives you the more granular activity metric needed for internal KPIs and identifying conversations that require more back-and-forth.

    You can adjust the date range, filter to a specific teammate or team, or create a custom report with the 'Teammate replies sent per active hour' metric to compare output across different schedules.

    Get started with Reports →