# Agent Metrics

## Team Performance

You have three metrics to track your overall team performance.

![](https://content.gitbook.com/content/ZlunlE4rHhMzJq9M0MQx/blobs/2vfn7YnryPuA5KbAeZMw/image.png)

| 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. |

{% hint style="info" %}
For the first two metrics, the less time your agents need, the better.
{% endhint %}

### 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.

![](https://content.gitbook.com/content/ZlunlE4rHhMzJq9M0MQx/blobs/iwXVnJu7Y40jX6aJDFLy/image.png)