Individual Staff Reports

The Individual Staff report provides a detailed view of per-agent performance across a specific channel and time frame.

Summary metrics

The summary metrics section gives you an at-a-glance view of how a specific staff member is performing within a selected time frame. The two main metrics are Responses and Average Response Time. These metrics are based on messages, not conversations. For example, 20 Responses means the staff member responded to 20 messages within the time frame. You can filter these metrics by This Month, Last Month, This Week, and Last Week.

Time frame metrics and Live Chat metrics

Time frame metrics are based on conversations rather than messages. This section includes the number of appreciations the staff member received, how many conversations originating from the time frame were resolved or archived (in which the staff member was a participant), and the average thread size across all conversations they participated in. If your account uses customer satisfaction surveys, the staff member's average rating will also appear here.

Messages per day and response times

This graph shows the activity level of a staff member by measuring the number of messages they sent each day within the selected time frame. It also helps identify when the staff member tends to be most active.

Staff member comparison

You can compare an individual staff member's performance against the team average. By default, the comparison is calculated across your entire team, but you can narrow it to a specific department. This is useful for identifying individual and team strengths and areas for improvement.

1. Select Comparison.
2. Choose the department.
3. Select Generate Report.

Satisfaction ratings and recent replies

Toward the bottom of the Individual Staff report you will find satisfaction ratings for the staff member and a running list of their recent replies. Managers can use this section to monitor support quality at the individual level.