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Analytics & Reports
Agent reports
Measure individual agent performance including response time, resolution rate, and CSAT.
Agent reports
Agent reports let managers track individual performance so they can coach effectively and distribute workload fairly.
Metrics per agent
| Metric | Definition |
|---|---|
| Conversations handled | Total resolved conversations in the period |
| Avg. first response time | How fast the agent replies to new messages |
| Avg. resolution time | How fast the agent closes conversations |
| CSAT score | Average rating from customers the agent helped |
| Online time | Total time the agent was marked Online |
Viewing agent reports
- Go to Analytics → Agents.
- Select a date range.
- Click any agent row to see a detailed breakdown.
Live agent activity
For a real-time view, go to Team in the sidebar. The Agent Activity panel shows each agent's current availability status, number of active chats, and capacity utilisation.
Exporting
Click Export CSV on the Agents analytics page to download all agent metrics for the selected period.