The Agent Performance Report provides detailed information on past performance at the individual and team level. The report includes data across all of your different channels and contact platforms, which can be filtered by Channel, Queue, or Team. In particular, this enables quick and meaningful deep dives into schedule adherence and productivity metrics.

Filtering, Grouping, and Comparing

The Agent Performance Report allows you to filter agents and metric averages by Channel, Queue, Team, or Skill.

Clicking on any of the graphs at the top of the report will allow you to compare a specific agent against the team average, where the average is calculated based on the filters that you have selected. This makes it easy to compare an agent against a specific subset of agents to gauge relative performance or other indicators.

Key Agent Metrics

The Agent Performance Report focuses on a number of performance metrics for agents. These are calculated differently depending on your integrated contact platform. Below, you'll find a breakdown of how Assembled calculates metrics from Zendesk and Kustomer, by channel.

Note: all time-based metrics use the company's default time zone.

Kustomer

Cases solved

Email

  • Cases solved via email refers to the number of cases moved from an open or snoozed state to a done state by the agent during the designated time period.

    • This is equivalent to the case being "marked done" in Kustomer. If an agent closes one ticket multiple times, it will only count once.

    • If multiple agents close the ticket ("marked done"), it will count once for both agents.

    • Solves by the same agent within the designated time period are de-duplicated, but if the ticket is solved again outside the requested time period, the email will be counted again.

    • The email must be in a done state at the time of the calculation to be counted.

Phone

  • Cases solved via phone refers to the number of phone conversations moved from an open or snoozed state to a done state by the agent during the designated time period.

    • The phone call must also be in a done state at the time of the calculation to be counted.

Chat

  • Cases solved via chat refers to the number of chats moved from an open or snoozed state to a done state by the agent during the time period in question.

    • This is equivalent to the chat being "marked done" in Kustomer. If an agent closes one ticket multiple times, it will only count once.

    • If multiple agents close the chat (mark the chat as done), it will count once for both agents.

    • Though solves by the same agent within the requested time period are deduplicated, if the chat is solved again outside the requested time period, the chat will be counted again.

    • The chat must be in a done state at the time of the calculation to be counted.

Average handle time

Email

  • Currently, we do not support average handle time for email in Kustomer.

    • Generally, handle time refers to the time from the first response to the resolution of a ticket. Since email isn't a live channel, variation can be very high as it depends on when the customer responds and people have many going at once. This makes average handle time a complicated quality metric.

Phone

  • Average handle time for phone refers to the time of the end of the call minus the first response time. This only refers to cases "marked as solved" as defined above.

    • The first response time is the 'answeredAt' field in Kustomer. The end of call is the 'endedAt' field in Kustomer.

    • This does not include wrap-up time after the call, or waiting time before the call.

Chat

  • Average handle time for chat refers to the time between when the chat ended time stamp and the first response time of the agent. This only refers to cases "marked as solved" as defined above.

    • The chat ending is the 'endedAt' field in Kustomer.

    • The first response time is 'firstResponse.createdAt', or the time of the first outbound message if that is null.

Adherence

Email

  • This refers to hours in Adherence divided by Scheduled productive hours for email events

Phone

  • This refers to hours in Adherence divided by Scheduled productive hours for phone events.

Chat

  • This refers to hours in Adherence divided by Scheduled productive hours for chat events.

Scheduled hours (total)

Scheduled hours is defined in aggregate, regardless of channel. So, for email, phone, and chat, this refers to the number of hours that the agent is scheduled for all events, productive or not productive, regardless of channel. This excludes time off events.

Scheduled hours (productive)

Email

  • Scheduled hours for email refers to the number of hours that the agent is scheduled for a productive event with an "email" channel type.

Phone

  • Scheduled hours for phone refers to the number of hours the agent is scheduled for a productive event with a "phone" channel type.

Chat

  • Scheduled hours for chat refers of the number of hours that the agent is scheduled for a productive event with a "chat" channel type.

Hours in adherence

Email

  • Hours in adherence for email refers to the the time during which the agent is scheduled for a productive email event, and is also in an agent state that correctly maps to that event.

    • For example, I am scheduled for email from 8-10am and I was in adherence for 80% of that time.

Phone

  • Hours in adherence for phone refers to the hours during which the agent is scheduled for a productive phone event, and is also in an agent state that correctly maps to that event.

    • For example, I am scheduled for phones from 10-11am and I was in adherence for 50% of that time.

Chat

  • Hours in adherence for chat refers to the hours during which the agent is scheduled for a productive chat event, and is also in an agent state that correctly maps to that event.

    • For example, I am scheduled for chat from 12-2p and I was in adherence for 90% of that time.

Solved (per scheduled hour)

Email

  • This refers to agent email solves divided by scheduled hours for email events.

Phone

  • This refers to agent phone solves divided by scheduled hours for phone events.

Chat

  • This refers to agent chat solves divided by scheduled hours for chat events.

Solved (per actual hour)

Email

  • This refers to agent chat solves divided by hours in adherence for email events.

Phone

  • This refers to agent chat solves divided by hours in adherence for phone events.

Chat

  • This refers to agent chat solves divided by hours in adherence for chat events.

Zendesk

Cases solved

Email

  • This refers to the number of emails moved from a new, open, pending, or hold state to a solved, or closed state by the agent during the time period in question.

    • If an agent solves an email multiple times, it will only count once.

    • If multiple agents mark the email as solved, it will count once for both of them.

    • Solves by the same agent within the requested time period are de-duplicated.

    • If the email is solved again outside the requested time period, that will not be de-duplicated.

    • The email must also be in a solved state at the time of the calculation to be counted.

Phone:

  • This refers to the number of calls handled by the agent during designated time period.

    • The time of the "solve" is the time the equivalent Zendesk ticket (created for the call) moves from a new, open, pending, or hold state to a solved, or closed state. This will include wrap-up time!

Chat:

  • This refers to the number of chats solved by the agent during the time period in question.

    • The time of the "solve" is the 'last update_timestamp' of the chat in Zendesk Chat.

    • Note: This is not necessarily the end time of the chat (which is the chat start time + duration, equivalent to the time of the last message). If multiple agents are assigned to a chat, the final assigned agent is used.

Average handle time

Email

  • Currently, we do not support average handle time for email in Zendesk.

    • Generally, handle time refers to the time from the first response to the resolution of a ticket. Since email isn't a live channel, variation can be very high as it depends on when the customer responds and people have many going at once. This makes average handle time a complicated quality metric.

Phone:

  • For calls in cases marked as solved, this refers to the time of the end of the call minus the first response time.

    • The first response time is "time_to_answer" on the call in Zendesk talk. This metric does not include wrap-up time after the call or waiting time before the call. It does include hold time and consultation.

Chat:

  • For all chats in cases marked as solved, this refers to time of the end of the chat minus the first response time.

    • The first response time is the 'response_time.first' field on the Zendesk chat.

    • The end time is the chat start + duration, equivalent to the time of the last message.

      • This metric does not include wrap-up time after the chat or waiting time before the chat is first answered.

Adherence

Email

  • This refers to Hours in Adherence divided by scheduled productive hours for email events.

Phone:

  • This refers to hours in Adherence divided by scheduled productive hours for phone events.

Chat:

  • This refers to Adherence divided by scheduled productive hours for chat events.

Scheduled hours (productive)

Email

  • This refers to the number of hours the agent is scheduled for a productive event with an "email" channel type.

Phone:

  • This refers to the number of hours the agent is scheduled for a productive event with a "phone" channel type.

Chat:

  • This refers to the number of hours the agent is scheduled for a productive event with a "chat" channel type.

Hours in adherence

Email

  • This refers to the time during which the agent is scheduled for a productive email event, and is also in an agent state that correctly maps to that event.

Phone:

  • This refers to the time during which the agent is scheduled for a productive phone event, and is also in an agent state that correctly maps to that event.

Chat:

  • This refers to the time during which the agent is scheduled for a productive chat event, and is also in an agent state that correctly maps to that event.

Scheduled hours (total)

Email

  • This refers to the number of hours the agent is scheduled for all events, productive or not productive, regardless of channel.

    • This excludes time off events.

Phone:

  • This refers to the number of hours the agent is scheduled for all events, productive or not productive, regardless of channel.

    • This excludes time off events.

Chat:

  • This refers to the number of hours the agent is scheduled for all events, productive or not productive, regardless of channel.

    • This excludes time off events.

Solved (per scheduled hour)

Email

  • This refers to agent email solves divided by scheduled hours for email events.

Phone:

  • This refers to agent phone solves divided by scheduled hours for phone events.

Chat:

  • This refers to agent chat solves divided by scheduled hours for chat events.

Solved (per actual hour)

Email

  • This refers to agent chat solves divided by hours in adherence for email events.

Phone:

  • This refers to agent chat solves divided by hours in adherence for phone events.

Chat:

  • This refers to agent chat solves divided by hours in adherence for chat events.

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