How do I track agent performance in Engage?
Learn how to measure agent productivity and response efficiency.
What Does the Agent Performance Report Show?
This report helps supervisors track:
- Total tickets worked on per agent.
- Unique replies per agent
- Handle times per agent.
Key Metrics in the Report
- Tickets Handled – The number of tickets completed by an agent.
- Average Worked on Time – The time spent working on tickets..
- Total replies – The total number of replies sent by an agent
- Leaderboard Rankings – Top-performing agents based on ticket handling.
How do I use this Report?
- Identify high-performing agents and areas for improvement.
How are active hours calculated?
- The time listed here is accrued and looks at where an agent has pended/closed a ticket within 15 minute time intervals.
|
Time |
Engagements |
Accrued active time |
|
08:00 – 08:15 |
5 |
0:15 |
|
08:15 – 08:30 |
0 |
0:00 |
|
08:30 – 08:45 |
4 |
0:15 |
|
08:45 – 09:00 |
0 |
0:00 |
|
Total |
9 |
0:30 |