The Agents Performance Summary gives you an overview of how your agents are performing as a team, and as individuals.
The Agent Performance Summary report consists of two distinct dashboards — a summary dashboard and a detailed dashboard.
Agents Performance Summary #
The summary dashboard provides agent performance metrics for every agent in Gladly at an aggregate level when all channels and all inboxes are selected.
What it tracks:
- Customers Helped per Hour: The average number of customers an agent helped per hour, as defined by the number of conversations an agent viewed.
- % Time Helping Customers: The percentage of time the agent was actively helping customers, as defined by the time they spent working on unclosed conversations while they were active in Gladly.
- Avg. Active Conversation Handle Time: The average amount of time agents spent viewing conversations in the open/waiting state, for all conversations that have closed in the selected timeframe.
- % Utilized: The percentage of time the agent was active while logged in to Gladly, where active is defined as the agent moving the mouse within the timeframe configured in the idle timing settings.
- Responses per Hour: The average number of outgoing items sent by the agent per hour, including the number of phone calls and chat sessions accepted.
Agents Detailed Dashboard #
The detailed dashboard provides agent performance metrics by individual channels and inboxes. This only appears if you filter by a specific Inbox.
The top section provides overall metrics for the range of dates that you’ve filtered results for.
What it tracks:
- Total Responses: The total number of responses from agents to customers for the date range.
- Average: The average number of responses per agent during the selected roll-up view (i.e. ‘Daily’, ‘Weekly’, ‘Monthly’ or Quarterly’), calculated over the date range.
- Median: The median number of responses per agent during the selected roll-up view (daily, weekly, monthly, or quarterly), calculated over the date range.
- 25th Percentile: The average number of responses during the selected roll-up view for the bottom 25% of agents.
- 75th Percentile: The average number of responses during the selected roll-up view for the top 25% of agents.
The bottom section provides a detailed view of every agent in Gladly.
You can sort the table in ascending or descending order according to:
- Total Responses
- Selected roll-up view (i.e. the dates in the header row)
What it tracks:
- Total Responses: The total number of responses by that agent over the selected date range.
- Sparkline: A trendline to visualize performance over the selected date range. Green dots indicate performance above the 75th percentile, orange indicates performance below 25th percentile, and everything between is represented by a black dot.
- Total Responses(broken down by roll-up view) : The total number of responses by that agent over the selected roll-up view (i.e. ‘Daily’, ‘Weekly’, ‘Monthly’ or Quarterly’).
Agents Performance Summary Data Dictionary #
If you’re looking for a more detailed report on your agents we recommend leveraging the Agents CSV, it contains more information than what is captured in the Reporting UI.
