Analytics & Reporting
Agent performance analytics
3 minutes read time Difficulty: intermediate
Agent performance analytics
Monitor how your team is performing with detailed per-agent metrics.
Accessing agent analytics
Go to Analytics → Agent Performance (or the agent analytics tab on the dashboard).
Metrics tracked per agent
| Metric | What it measures |
|---|---|
| Messages Sent | Total messages sent by this agent |
| Conversations Handled | Number of unique contacts they replied to |
| Avg Response Time | Average time from customer message to agent reply |
| First Response Time | Time to first reply on new conversations |
| Availability Hours | Total time the agent was "Online" |
| Resolution Rate | % of conversations resolved without escalation |
Filtering
- Date range — View performance for any time period
- Team — Filter by specific team
- Agent — View individual agent details
Using the data
Identify top performers
Sort by response time or messages sent to find your fastest/most active agents.
Spot bottlenecks
If one agent has much higher response times, they may be overloaded — redistribute conversations.
Optimize scheduling
Check availability hours to ensure coverage during peak times.
Set benchmarks
Use team averages to set performance targets:
- Target response time: < 5 minutes
- Target availability: 8+ hours/day
- Target resolution rate: > 80%
Tips
- Don't just measure speed — Quality matters too (check customer satisfaction)
- Account for complexity — Some agents handle harder issues that take longer
- Review weekly — Share metrics in team meetings
- Celebrate wins — Recognize agents with great performance
- Use for training — Identify agents who need coaching on response time
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