Agent Performance Report
Support agent ranking · Last 30 days
12
Active Agents · 10 online
7.8%
1,860
Tickets Resolved
4.1%
3h 06m
Avg. Resolution Time
89%
Avg. CSAT
2,104
First Response < 5m
1.6%
3.4%
Escalation Rate
Tickets by Channel
Chat48%
Phone31%
Email21%
SLA Compliance
94.2%
Within SLA1,752
Breached108
Ticket Complexity Mix
Simple (1 touch)62%
Moderate (2-3 touches)29%
Complex (4+ touches)9%
Top Performers This Month
RM
Rahul Mehta
171 resolved
2
Sarah Whitfield
186 resolved · 96% CSAT
1
CD
Chloe Dubois
158 resolved
3
S. Whitfield
186 tickets
R. Mehta
171 tickets
C. Dubois
158 tickets
E. Alvarez
142 tickets
Y. Tanaka
129 tickets
Agent Leaderboard
| Agent | Tickets Resolved | Avg. Resolution Time | Customer Satisfaction |
|---|---|---|---|
| Sarah Whitfield | 186 | 2h 14m | 96% |
| Rahul Mehta | 171 | 2h 48m | 93% |
| Chloe Dubois | 158 | 3h 05m | 88% |
| Ethan Alvarez | 142 | 3h 32m | 84% |
| Yuki Tanaka | 129 | 4h 51m | 76% |
| Priya Sharma | 121 | 3h 18m | 91% |
| Marco Diaz | 114 | 3h 41m | 85% |
| Sofia Reyes | 108 | 3h 55m | 83% |
| Daniel Cho | 97 | 4h 12m | 80% |
| Isabella Marchetti | 86 | 5h 04m | 74% |