Agent performance report gives you a summary of the agent performance in the selected time period. You can sort your agents based on various metrics like their SLA compliance or the number of private notes they add and find out the best and worst performing agents. 

You can filter the agent performance report based on various ticket properties. This will help you understand how your agents are performing when it comes to high priority tickets or which agent is good at handling what type of tickets.



View tickets

You will be able to deep dive into one particular metric by clicking on the corresponding number. It will bring up a list of tickets that currently have that value. For example, in the table, if you click on the number of 'Tickets Resolved' by 'Aaron', you will be able to see the list of tickets resolved by Aaron during the particular time period.