Agent Performance

Track individual and team performance.

Per-Agent Metrics

• Tickets Handled - Total assigned
• Resolved - Successfully closed
• Avg Response Time - Mean FRT
• SLA % - Compliance rate

Charts

Tickets per Agent

Bar chart showing workload distribution.

SLA by Agent

Color-coded compliance:

• 🟢 ≥90% compliance
• 🟡 70-90% compliance
• 🔴 <70% compliance

Top/Bottom Performers

• 🏆 Top Performers - Highest SLA compliance
• ⚠️ Needs Improvement - Lowest compliance