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Service Intelligence Agent Performance Dashboard
See a high-level view of your service team’s performance. Review stats, such as average support rep CSAT, average time to close, average speed to answer, average handle time, and more.
Required Editions
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In the Agent Performance tab, you can see details about support reps (1). Select from the filters to refine your view (2), and review the high-level statistics (3). In the charts, you can see average support rep time to close and support rep handle time (4). Lastly, understand support rep case volume and support rep CSAT (5).
| Support rep KPI | CALCULATION |
|---|---|
| Total cases | The total number of cases created. |
| Total cases closed | The total number of cases closed. |
| Total work items | Total number of work items across all objects and channels, for support reps, excluding bots. |
| Accepted work items | Offered work items that a support rep accepted. Percentage of work items that were answered within a specified timeframe, such as twenty seconds, excluding bots. |
| Declined work | The percent of work that was assigned to support reps, but not accepted. |
| Omni utilization | The percent of support rep online time where they’re engaged in support rep work. |
| Max omni utilization | The percent of support rep online time where they meet one hundred percent capacity of Agent Work volume. |
| Avg time to close (Hours) | The amount of time between when the case was created and when it was closed for the last time. This total includes cases that are reopened, and excludes cases that are immediately closed upon opening. |
| Avg handle time | The amount of time a support rep spends on the work item until it's closed or until they close the browser tab (whichever comes first). Handle time is calculated as the duration between the support rep accepting the Omni-Channel work item and closing it in the console. |
| Support rep work volume | Total volume of work objects, such as cases or leads sorted by support rep. |
| Avg Speed to answer work item by support rep (Sec) | The speed at which support reps answered inquiries (in seconds), averaged. |
| % Work item SLA met by support rep | The percentage of routed Agent Work items that met the specified SLA target, such as thirty seconds. |
| % First contact resolution | The percent of cases that were closed within one response, such as one email, voice call, or messaging session. |
| Support rep time to close (Hrs) | Support reps grouped by time to close. You can filter by longest or shortest time to close. |
| Case escalations | The total number of cases escalated by support reps. |
| Avg support rep CSAT | The aggregated CSAT score, grouped by support reps. You can sort by highest and lowest. |
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