Improved Agents performance report

A revamped Agents report

We are happy to announce that we have overhauled entirely the Agents report to surface more information and make it easier for you to assess the effectiveness and efficiency of your team! 🥳

All the metrics now rely on the same engine as the Overview report. As such this report will benefit from the same improvements, among which being able to aggregate data up to 1 year, as well as stable data over time.

We have added new metrics to this table: first response time, resolution time, number of tickets replied to and messages sent.

Finally, we have introduced a team average row to help you compare your individual agents’ performance against the average performance of their team.

To learn more about it, feel free to check our documentation!