Agent Performance Report
Track performance3 min readUpdated 2026-03-12
Agent Performance Report
The Agent Performance report gives managers a detailed breakdown of each team member's activity. Use it to identify top performers, spot agents who need coaching, and ensure workload is distributed evenly.
How to Access the Report
- Go to Analytics in the left sidebar.
- Click the Agent Performance tab.
- Select a date range and, optionally, filter by team or group.
Metrics Tracked per Agent
| Metric | What It Measures |
|---|---|
| Calls Handled | Total inbound and outbound calls the agent connected. |
| Avg Talk Time | Mean duration of the agent's connected calls, excluding hold and wrap time. |
| Avg Hold Time | Mean time the agent placed callers on hold during a conversation. |
| Missed Call Rate | Percentage of calls routed to the agent that went unanswered. |
| SMS Sent | Number of outbound text messages the agent sent. |
| SMS Response Time | Mean time between receiving an inbound SMS and the agent's first reply. |
| Voicemails | Number of voicemail messages left for the agent. |
| Disposition Breakdown | Count of calls by each disposition code the agent applied. |
Comparing Agents Side by Side
- On the Agent Performance tab, click Compare Agents.
- Select two or more agents from the dropdown.
- The dashboard renders a side-by-side bar chart for every metric listed above.
- Hover over any bar to see the exact value.
This comparison view is useful during one-on-one reviews. Share the screen or export the comparison to discuss specifics.
Sorting and Ranking
Click any column header in the agent table to sort ascending or descending. Common sorting strategies:
- Sort by Missed Call Rate (descending) to find agents who need schedule or routing adjustments.
- Sort by Avg Talk Time (ascending) to identify agents who may be rushing through calls.
- Sort by Calls Handled (descending) to see who carries the heaviest workload.
Exporting Agent Reports
- Apply your filters and sorting preferences.
- Click Export and choose CSV or Excel.
- The file includes one row per agent with all metrics for the selected period.
Putting the Data to Work
- Weekly reviews — Pull the report every Monday morning to review the previous week's performance with each agent.
- Set benchmarks — Calculate team averages for talk time and missed-call rate, then use those as targets for underperforming agents.
- Pair top and bottom performers — Use the comparison view to match a high performer with a struggling agent for peer coaching sessions.
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