Agent Performance
The Agent Performance page shows you at a glance how well your support team is doing. It compares all active support staff using metrics like response time, resolution rate, and customer satisfaction. This lets you quickly spot who's performing especially well and where extra support might be needed.
/crm/agent-performanceWhat can I do here?
- Compare the performance of all support staff over a selectable time range
- See who currently has the best customer satisfaction score (CSAT), the fastest response time, or the highest resolution rate
- Sort the comparison table by any column
- See at a glance how many tickets per day a staff member handles on average
Step by step
- Choose a time range: Click one of the range buttons in the top right (7 days, 30 days, 90 days, All). All metrics are automatically recalculated for the selected range.
- Check the top performers: Look at the three cards "Best CSAT", "Fastest Response", and "Best Resolution" for a quick assessment.
- Sort the table: Click a column header (e.g. "Avg Response Time") to sort the table by it. Click again to reverse the sort direction.
- Compare an individual agent: Find the row for the staff member you're interested in to see all metrics at a glance.
/crm/agent-performance| Agent | Total Tickets | Avg Response Time | Resolution Rate | CSAT |
|---|---|---|---|---|
| M. Sample | 128 | 42 min | 88 % | 4.5 |
| A. Example | 96 | 55 min | 84 % | 4.7 |
| T. Example | 74 | 1 h 10 min | 92 % | 4.2 |
/crm/agent-performanceFields explained
| Field | Meaning | Notes/Effect |
|---|---|---|
| Agent | Name of the support staff member | Only staff with the support role are shown |
| Total Tickets | Number of all tickets assigned to this staff member in the selected range | Basis for all other metrics |
| Resolved | Number of tickets marked "resolved" or "closed" | — |
| Resolution Rate | Percentage of resolved tickets out of all assigned tickets | Color shows the rating (see value list) |
| Avg Response Time | Average time until the first reply to a ticket | Shown in minutes/hours |
| CSAT | Average customer satisfaction rating (1–5 stars) from submitted ratings | "—" means no ratings were submitted in this range |
| Tickets/Day | Average number of tickets handled per day in the selected range | Rough indicator of workload |
Values & Status
Time Range
| Value | Meaning | What happens |
|---|---|---|
| 7 days | Last 7 days | Metrics are calculated only from tickets in this range |
| 30 days | Last 30 days (default) | — |
| 90 days | Last 90 days | — |
| All | Entire available history | No date restriction |
Resolution Rate — Color Code
| Range | Meaning |
|---|---|
| 90% or higher | Very good resolution rate (green) |
| 70% to 89% | Medium resolution rate (amber) |
| Below 70% | Low resolution rate, support may be helpful (red) |
CSAT — Color Code
| Range | Meaning |
|---|---|
| 4.0 stars or higher | Very satisfied customers (green) |
| 3.0 to 3.9 stars | Average satisfaction (amber) |
| Below 3.0 stars | Low satisfaction (red) |
Frequently asked questions
Why don't I see a staff member in the list?
Only active staff members with the support role assigned are listed here. Check staff management to confirm the person is active and has the "Support" role.
Why does a staff member show "—" for CSAT?
This means no customer satisfaction ratings were submitted for this staff member in the selected time range.
Can I set goals or targets here?
No, this page only shows actually achieved values. Target setting is not managed here.
How is response time calculated?
As the time between the ticket's creation and the staff member's first reply to it.
Can I export the data?
An export option is not available on this page.