1. Knowledge Base
  2. Engage
  3. Reporting and Analytics

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.