---
title: How do I track agent performance in Engage?
description: Learn how to measure agent productivity and response efficiency.
---

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# 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 |

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