Last updated: 2025-06-11

Source: https://msp.support.freshservice.com/support/solutions/articles/50000011306-agent-performance

The Agent Performance report evaluates the efficiency of individual agents in handling tickets across clients. It provides a comprehensive comparison of key service metrics, enabling data-driven performance assessments.

You can track each agent’s performance across the following five metrics:

  • Tickets Resolved (%)

    • Percentage of tickets successfully resolved by the agent.

  • First Contact Resolution (%)

    • Measures the percentage of tickets resolved during the first interaction.

  • First Response SLA Compliance (%)

    • Indicates how often the agent met the SLA for initial response times.

  • Resolution SLA Compliance (%)

    • Reflects the percentage of tickets resolved within the SLA-defined timeline.

  • CSAT Score (%)

    • Percentage of positive customer satisfaction survey responses attributed to the agent.

    This view allows you to easily compare the performance of all agents side by side, helping identify top performers and areas that may need attention or support.

    Accessing curated reports

    To access the report:

  • Go to Analytics and select the Agent Performance report. The report's Overview tab opens.

    • Tabs available in curated reports

    Following is the list of all tabs available inside the curated report:

  • Overview \- Provides a high-level summary of agent performance across key metrics.

  • Breaddown \- Offers detailed, agent-wise insights across these metrics; Ticket Resolved %, First Contact Resolution %, First Response SLA compliance %, Resolution SLA compliance %, CSAT score.

  • Key stats -Includes an agent-level drill-down to help you evaluate time-based service effectiveness.

  • By category \- Presents agent performance segmented by ticket category.

  • By source -Presents agent performance based on the ticket source, such as email, chat, integrations, and more.

  • By priority \- Provides insights into agent performance based on ticket priority levels (High, Medium, Low, Urgent).

    • Work with global filters

    Curated reports come with predefined filters across all tabs that help you narrow down data to suit your analysis needs. Below is a list of available filter types, their descriptions, and the possible values you can use.

    Filter TypeDescriptionAvailable Values
    Time PeriodDefines the date range for the data displayed in the report.Set a custom date or select a predefined range: last 7 days, 30 days, month, quarter, or year.
    Client NameFilters data by specific clients in your account.List of all active client names.
    LocationFilters tickets based on location metadata.All available locations in your account.
    Agent Group NameFilters tickets handled by specific agent groups.All agent group names in the account.
    Agent NameFilters tickets handled by individual agents.All agent names in the account.
    Ticket TypeFilters based on the type of ticket.Incident
    Ticket SourceFilters based on the source channel from which the ticket originated.AWS CloudWatch, Alerts, and other integrated channels.
    Ticket PriorityFilters tickets by their assigned priority level.High, Medium, Low, Urgent
    First Response SLA ComplianceShows whether the first response met the defined SLA.Within SLA, SLA Violated
    Response SLA ComplianceIndicates compliance status of response SLAs.Within SLA, SLA Violated

    Report overview

    The reports overview provides a consolidated summary of agent performance across key service desk metrics.

    This overview includes the following key performance indicators:

  • Agents Assigned to Tickets

    • Total number of agents who have been assigned tickets during the selected time period.

  • Tickets Resolved

    • Percentage of tickets resolved by agents, helping evaluate overall ticket closure efficiency.

  • First Contact Resolution (%)

    • Percentage of tickets resolved during the first interaction, indicating support quality and effectiveness.

  • First Response SLA Compliance (%)

    • Indicates the percentage of tickets where the initial response was provided within the SLA-defined time.

  • Resolution SLA Compliance (%)

    • Percentage of tickets resolved within the defined SLA, highlighting adherence to service standards.

  • CSAT Score (Customer Satisfaction)

    • Shows the percentage of positive customer satisfaction responses received through feedback surveys.

    You can view these metrics at the individual agent level to analyze performance and identify areas for recognition or improvement.

    Apply filter

    Click Edit and apply the following filters on the report based on your requirement:

  • Page filters
  • Report filters
  • Date range

    • Edit a widget

    To edit a widget, hover over a widget in any of the tabs and you can perform the following actions.

    ActionDescription
    Change visualizationChange is the display to map, chart or table based on your requirement
    Underlying dataOpens the widget data in a dialog box.<br>- Use the Filter button to filter the data based on the available metrics.<br> <br>- Use the Export button to export the data in CSV, XLSX format, and so on.
    ExpandExpands the widget view.
    More optionsShows more options, such as filters applied, schedule, subscribe, and so on.