Agent Performance ReportsWelcome to the Agent Performance Reports tutorial! In this tutorial, we will learn how to access and utilize the Agent Performance Reports to gauge the performance of your agents and improve your customer support.Accessing Agent Performance Reports Click on the Reports icon located on the left-hand side of the dashboard. Look for the Agent Performance Report option and click on it.Understanding Agent Performance ReportsThe Agent Performance Report provides valuable insights into how well your agents are handling incoming conversation volume, their responsiveness to customer queries, and customer satisfaction with your support.Response Metric TrendThe Response Metric Trend widget allows you to analyze the productivity of your agents. It provides information on how well your agents are able to resolve customers' issues and the average time spent in handling and resolving queries.Conversation Handling Time TrendThe Conversation Handling Time Trend widget helps you monitor the chat volume and the number of conversations resolved by your agents. It gives you a quick overview of how well your agents are handling the chat volume.Performance TableBelow the charts, you will find a performance table that provides detailed information on various metrics. The columns in the table include Date, Agent Name, Agent Email ID, Handled Chats, Fresh Chats, Resolved by Agents, Auto-Closed by the Bot, First Response Time, Response Time, Handling Time, Resolution Time, and Sat Score.Customizing Agent Performance ReportsYou can customize the Agent Performance Reports to suit your needs: Choose the duration of the data by selecting the desired dates from the date picker. Modify the column order in the table by using the Column option located on the top right corner. Filter the data by department by clicking on the Filter option at the top right corner.By utilizing the Agent Performance Reports, you can gain valuable insights into your agents' performance and make data-driven decisions to improve your customer support. We hope this tutorial was helpful for you. Thank you!