Compare the performance of multiple agents or groups of agents against your key metrics. You can even find out who is working on the most number of tickets, who has the largest first response time and which group has the largest backlog.
The Agent Comparison allows you to compare metrics of two or more agents, within whatever criteria you select.
The Group Comparison allows you to compare metrics of two or more groups, within whatever criteria you select.
Quick guide to the Comparison Reports
Login to your helpdesk as an administrator/supervisor - someone who has access to the “Reports” tab.
Click on the “Reports” tab.
The Agent Comparison and the Group Comparison reports require you to enter the names of the agents/groups that you’d like to compare (a maximum of four is permitted) and the metrics you’ll be comparing them with before generating the report. You can further drill down into the report, by clicking on the “Edit” button and changing the filters - priority, type, source etc.