The Agents report shows performance metrics for each team member.
Opening the Agents report
- Go to Reports in the sidebar
- Click Agents
Metrics explained
- Closed tickets: Conversations this agent resolved during the period.
- % of closed: This agent's share of all resolved tickets.
- Tickets replied: Conversations where this agent sent at least one message.
- Messages sent: Total outbound messages from this agent.
- Messages received: Inbound messages in conversations assigned to this agent.
- First response time: Median time from customer message to this agent's first reply.
- Average response time: Average time from customer follow-up to this agent's reply. Excludes first responses.
- Resolution time: Median time from first message to resolution for tickets this agent closed.
- One-touch %: Percentage of tickets this agent resolved with exactly one reply.
- Handle time: Median time from when this agent sent their first reply to when the ticket was resolved. Measures how long conversations stay active after the agent engages.
Business hours
If your inbox has business hours configured, time metrics can use business hours only. Toggle this in the report settings.
Using this data
High first response time usually points to assignment delays. Check if tickets are sitting unassigned.
Low one-touch percentage? Consider adding more canned responses or enabling AI assist.
Compare handle time across agents to identify coaching opportunities.
Common questions
Why doesn't my first reply count toward Average response time?
First responses are tracked separately under First response time. Average response time only includes follow-up replies, when a customer messages again and the agent responds.
What's the difference between Resolution time and Handle time?
Resolution time is the full duration from the customer's first message to ticket closure. Handle time starts when the agent sends their first reply, measuring how long the agent actively worked on the conversation.
Why are daily totals different from the date range total for Tickets replied?
"Tickets replied" counts unique conversations where an agent sent at least one message. When viewing daily breakdowns, a ticket appears on each day the agent replied to it. The date range total counts each ticket once, even if the agent replied on multiple days.
Example: An agent replies to the same ticket on Monday and Tuesday. The daily view counts it twice (once per day). The date range view counts it once, because it's one unique ticket.