Agent performance reports

The agent performance report in Deskwoot is a table on the main Reports page that lists productivity and quality metrics for each agent, with links to that agent's own detail page for a deeper look. It is the fastest way to see who is handling what, how quickly, and where someone might need a hand. Reporting is available on the Startup plan and above, and only administrators see the agent table.

How is the report laid out?

It is one table, one row per agent, in the Agent Performance section of the main Reports page. Each row shows the headline numbers for that agent over your selected period. Click the agent's number under Conversations (or under Resolved) to open their detail page. It shows their totals (open, pending, resolved), their average response time and CSAT score, plus the list of their conversations in the period with contact, inbox, status and response time. So the table is your overview, and the detail pages are where you go to dig in.

What metrics does it track?

• Conversations: the conversations assigned to the agent that were created or resolved during the period.
• Resolved: how many of those are resolved, with the share in percent.
• Avg Response: the average time from the start of a conversation to its first reply.
• CSAT: the satisfaction rating customers leave after a conversation is resolved. This column needs the Business plan or above, since CSAT itself is a Business+ feature configured per inbox. On Startup it will be empty. See CSAT surveys and results.

The average time to resolve is shown for the whole workspace in the cards at the top of the Reports page, not per agent.

How do I open it?

1. Open Reports from the main sidebar.
2. Pick the period at the top: Last 7 days, Last 30 days or Last 90 days.
3. Scroll down to the Agent Performance table.
4. Scan the table, then click an agent's conversation count to open their detail page.

Reading the numbers fairly

• Check regularly. A weekly or fortnightly look catches trends early instead of after the fact.
• Account for the mix. An agent on mostly technical tickets will run longer response times than one on simple billing questions. Context first, conclusions second.
• Pair CSAT with speed. A fast reply means little if the customer left unhappy. If you are on Startup and have no CSAT column yet, the Business plan unlocks it.
• Mind small samples. An agent with only a few conversations can show wild averages. Sample size matters before you read anything into it.
• Watch reassignments. A conversation counts for the agent who holds it now, including its first response time, even if a teammate replied first. Clean assignment habits keep the data honest.

Frequently asked questions