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

You can filter the group performance report based on various ticket properties. This will help you understand how your groups are performing when it comes to high priority tickets or which group 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 'Customer Success', you will be able to see the list of tickets resolved by the customer success team during the particular time period.