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Agent Activity report measures the competence of agents across your helpdesk. You'll be able to keep track of your team's productivity in terms of the actions they perform while addressing support queries.
Pricing plans: All.
Summary Pane:
Overview tabs in the summary pane give you the information that matters the most - so that you can quickly get a grip on some key agent activity statistics:
Maximum Ticket Closure: Displays the maximum count of tickets marked complete by an agent (Along with the corresponding agent name).
Maximum Replies Added: Displays the maximum count of replies added by an agent (Along with the corresponding agent name).
Maximum Notes Added: Displays the maximum count of private notes added by an agent (Along with the corresponding agent name).
Maximum Ticket Participation: Displays the maximum count of ticket participation actions done by an agent (Along with the corresponding agent name). These are those actions that have a log in "Updates" tab in ticket details page.
Note :
- The above statistics are subject to time-frame and categories selected in the filter.
- Ticket participation actions count excludes ticket closure changes, replies added and notes added.
Count of activities performed:
This widget helps managers have a quick overview of the total number of various actions performed by agents such as
- Ticket participation.
- Replies added.
- Notes added.
- Ticket closures.
- Replies added without notifying.
Agent leaderboard:
Setting benchmarks is important to keep your team on track. Knowing the number of ticket closures, notes added, replies added, replies without notifying and ticket participation trends among your agents will enable you to identify high-performers and also helps you set realistic targets in SLA.
Agent Distribution over Activities:
This widget distributes count of actions performed across agents and further drills the count to their respective activities. The two-dimensional information represented in this widget opens room for deeper analysis of trends in agent activity and enables managers to identify and solve problems otherwise missed during the everyday functioning of the helpdesk.
Count of activities across time:
Each of the three different visualizations under these widgets - Timeline table, Line chart and heatmap provide unique insights into the time-distribution of ticket actions and respective counts across various activities. These visualizations help you comprehend quickly the most active/inactive time period(s) for ticket actions activity-wise. The timeline table also provides useful raw data such as sum and % change of tickets count for each of the time period divisions selected.
Activity by agents across time:
This versatile widget aims to provide a three-dimensional relationship between agents, activities and time. Managers can take a step back and observe agent activity from a new perspective. This allows them to identify never-seen-before trends in agent activity and derive the information to solve a potential crucial problem.
Common questions:
- Does Agent activity report data for de-activated agents?
Yes, if they had at least one of the aforementioned activity during the selected time.
2. Do deleted tickets account for Agent activity statistics?
No.
3. Where is the Agent Activity report located? Why is it not visible?
Agent Activity reports are located under "reports" section in the main navigation drop-down. Visibility of Agent Activity reports is controlled by a permission. Ask your manager to enable them to view the report.
