How to Analyze Agent Performance

Learn how to access and analyze specific agent reports in the ProProfs Help Desk to evaluate the performance of your agents. Customize the reports in the summary section to view data specific to a particular agent.

Why should you analyze agent performance?

• Performance Improvement: Analyzing agent performance allows you to identify areas of improvement and implement targeted strategies to enhance individual and team efficiency.
• Customer Satisfaction: By assessing agent performance, you can ensure that your customers receive consistent and high-quality support, increasing satisfaction and loyalty.

To view user or agent performance reports, go to Reports > Users. Customize your report preference by selecting inbox, user, and duration. You can send the report to any member by copying and sharing the link. 

Scroll down to view the graphical representation of the average rating of agents and a table displaying various metrics, and you can sort the data. You can access "Timesheet" and "Tickets" using the More icon.

Additionally, you can view agent-wise data for different ticket statuses in the Summary Report.

And that's it! If you encounter any issues or have any questions, don't hesitate to reach out to our support team.