Analytics 101: Monitoring individual agent performance Follow

This article is part of our Zendesk Chat Analytics 101 series. See more examples here

Besides showing you the macro view of how your agents are performing as a whole, Agent Reports can also show you their individual performance.

Activity breakdown

From the Agent Reports page, select Individual Profile.

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The Activity Breakdown table gives you a bird’s-eye view of all your agents, arranging them by specific metrics. For example, you can rank agents according to the number of chats they served or their CSAT.

In the table, Vincent is the only agent that did not receive a 100% satisfaction rating. Let’s find out why.

Individual agent profiles

Click on the little magnifying glass next to Vincent’s name and open up his Individual Profile.

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Overlay the number of chats served with satisfaction rates, and you’ll quickly realize that Vincent’s CSAT suffers when he takes on more chats.

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The individual report also lets you see the number of good and bad ratings as well as comments he received.

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