Why Track Agent Performance
Agent performance reports show how each team member handles their workload in the shared inbox. They help you spot top performers, balance the load, and identify agents who may need extra training or support, all with real data instead of guesswork.
What the Report Includes
Conversations handled
The number of conversations each agent worked on, showing how active they are in the inbox.
Response time
How quickly an agent replies to new customer messages. Faster responses usually mean happier customers.
Resolution
How many of an agent's conversations end in a resolved label, reflecting their effectiveness.
Using the Report
View the report by agent or by day, then filter by team or time range:
- Compare response times to spot agents who might be overloaded
- Review resolution rates to find training opportunities
- Use the data to adjust assignment rules and balance the load fairly
Tip
Use these reports as a coaching tool, not just a scoreboard. Sharing constructive feedback based on real numbers helps your whole team improve together.