Agent Metrics

Track individual or team performance to optimize your support process and reward your champion agents.

Team Performance

You have three metrics to track your overall team performance.

Metrics	Description
Avg. First Response Time	The average time your agents need to respond to a ticket after it was created.
Avg. Resolution Time	The average time your agents need to resolve a ticket after their first response.
Avg. Sales Conversion	The ratio of the number of orders placed to the number of tickets your agents have responded to.

For the first two metrics, the less time your agents need, the better.

Individual Performance

You can also find individual agent details at the bottom of your page. From here, you can search and track individual agent performance or export the entire sheet in an Excel file.