An agent report makes it possible to evaluate the customer support performance based on the performance of the separate agents. This type of report provides the following data:

  • The number of tickets, the agent is responsible for;
  • The number of tickets by the agent / status;
  • Ticket resolution time (average);
  • First reply time (average).

 

You can also create a resolution time report to see the total time spent by the agent and the amount due from organisation.