The Agent Performance report gives a summary of the agents performances in the selected time period covering critical metrics as mentioned below with definition and relationship to agent:


MetricDefinitionRelationship to the agent
Tickets assignedNumber of tickets assigned in the selected time periodTickets currently assigned to the agent
Tickets resolvedNumber of tickets resolved/closed in the selected time period
Tickets currently assigned to the agent
Tickets reopenedNumber of tickets reopened in the selected time periodTickets assigned to the agent when reopened
Tickets reassignedNumber of tickets reassigned to another agent in the selected time periodTickets reassigned from this agent to someone else
First response SLA %Percentage of tickets whose first responses were sent by the agent within SLA during the selected time periodTickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents
Resolution SLA %Percentage of tickets resolved/closed within SLA during the selected time periodTickets currently assigned to the agent
FCR %Percentage of tickets resolved/closed after a single contact made by the customer during the selected periodTickets currently assigned to the agent
Private notesNumber of private notes added by the agent during the selected time periodTickets could have been assigned to other agents when note was added, tickets can be currently assigned to other agents
ResponsesNumber of responses sent by the agent during the selected time periodTickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents
Average first response timeAverage time taken by the agent to send the first response during the selected time periodTickets could have been assigned to other agents when first responses were sent, tickets can be currently assigned to other agents
Average response timeAverage time taken by the agent to respond to the requester during the selected time period
Tickets could have been assigned to other agents when responses were sent, tickets can be currently assigned to other agents
Average resolution timeAverage time taken to resolve/close a ticket in the selected time periodTickets currently assigned to the agent
CSAT%CSAT is a measure of the degree to which a product or service meets the customer's expectations
Tickets for which an agent is receiving the positive survey (%)
Total count of Survey's receivedNumber of tickets for which an agent has received survey from a customerTickets for which an agent is receiving the survey.
Documentation (Case specific, Feature, Process, FAQ's)Quality documents which covers support ops aspects. Can be case specific, feature info, process details or FAQ's. Agent needs to place these documents under solutions tab (freshdesk) @ individual folders.