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Analytics & Reports
Agent Performance Dashboard
Track CSAT, average handle time, and first reply time for every agent.
Agent Performance Dashboard
Go to Analytics → Agents to see per-agent metrics across any date range.
Metrics available
| Metric | Definition |
|---|---|
| CSAT | Average customer satisfaction score from post-resolution surveys |
| First reply time | Median time from conversation creation to first agent reply |
| Resolution time (AHT) | Median time from creation to resolution |
| Conversations handled | Total conversations resolved in the period |
| 14-day sparkline | Mini trend chart of daily conversation volume |
Filtering
Use the date range picker (7d, 30d, 90d, custom) to adjust the reporting window. Click an agent row to drill into their individual conversations.
Exporting
Click Export CSV in the toolbar to download the current view as a spreadsheet.
Using the data
- Use CSAT and AHT together to spot agents who are fast but scoring poorly.
- Share individual reports with agents in 1-on-1s.
- Set targets and track progress week over week.