The Agents report shows performance metrics for each team member.
Opening the Agents report
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Go to Reports in the sidebar
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Click Agents
Metrics explained
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Resolved tickets: Conversations whose latest resolution happened in the period while assigned to this agent, and that are still resolved. Each conversation counts once. Click the number to see the tickets behind it.
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% of Resolved tickets: This agent's share of all resolved tickets, including tickets resolved by the AI agent.
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Unique tickets replied: Conversations where this agent sent at least one public reply in the period. Private notes don't count. This is not the number of tickets assigned to the agent.
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Messages sent: Public replies sent by this agent. Private notes, automation messages and AI agent messages aren't included.
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Messages received: Customer messages in the period on conversations that are assigned to this agent now.
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First response time: Median time from when a conversation was created to the first public reply by a human agent, for first replies this agent sent in the period. If the AI agent handled the conversation first, the clock starts at the handover. AI agent replies, automation messages and private notes don't count as a first response.
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Avg. response time: Average time from a customer's follow-up message to this agent's reply. Excludes first responses.
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Resolution time: Median time from when the conversation was created to when it was resolved, for resolutions credited to this agent.
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One-touch tickets: Percentage of this agent's resolved tickets that had exactly one outgoing message.
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Ticket handle time: Median time from this agent's first reply to the resolution. Measures how long conversations stay active after the agent engages.
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Avg. CSAT: Average rating of the CSAT responses credited to this agent in the period.
Business hours
If your inbox has business hours configured, turn on the Business hours toggle on the report to count time metrics in business hours only. Inboxes without business hours use clock time.
Filters and export
Click Filters to narrow the report by Status, Agent, Inbox, Label or CSAT. Agent, Inbox and Label each have an Include or Exclude switch.
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The Agent filter chooses which agents are shown.
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The Inbox and Label filters narrow which conversations are counted. To see agent numbers for one channel, filter by that inbox.
There is no Team filter here and no filter by channel type. Filter by Inbox instead.
Click Export to download the report as a CSV for the selected period and filters. Agents can export their own row.
Using this data
High first response time usually points to assignment delays. Check if tickets are sitting unassigned.
Low one-touch percentage? Consider adding more canned responses or enabling AI assist.
Compare handle time across agents to identify coaching opportunities.
Common questions
Who gets credit for a resolved ticket?
The agent who is assigned to the conversation at the time it's resolved. If Agent A is assigned to a ticket but Agent B clicks resolve (or uses Send, resolve), the resolution counts for Agent A. This applies to all resolve methods, including Send, resolve.
To make sure the right agent gets credit, reassign the conversation before resolving it.
It doesn't matter who or what resolves the ticket. If an automation, the AI agent, a bulk action or the inactivity auto-resolve resolves a conversation while it is assigned to an agent, that agent gets the credit, even if they never replied. If nobody is assigned at that moment, no agent gets the credit.
Clicking Resolve doesn't assign the conversation to you. Send, resolve on an unassigned conversation assigns it to you first when Auto-assign tickets when replying is on in Settings → Account settings.
Does resolving the same ticket multiple times inflate the count?
No. Each conversation counts once, on its latest resolution. If a ticket is resolved, reopened and resolved again, only the last resolution counts, and the credit goes to the agent assigned at that moment. The earlier agent and the earlier date no longer have it. A ticket that was reopened and is still open isn't counted for anyone until it is resolved again.
Why did an agent's Resolved tickets number go down?
The count only includes conversations that are still resolved, on their latest resolution. A number you saw yesterday goes down when:
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A customer replied and the conversation reopened. It drops out until it is resolved again.
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The conversation was resolved again later. The credit moves to the date of the latest resolution and to whoever is assigned then.
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The contact was marked as spam. All their conversations leave the reports.
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The conversation was merged into another one or deleted.
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A filter is on (Inbox, Label, Status) and the conversation no longer matches it.
Example: an agent ends a shift with 46 resolved tickets. Overnight, 10 of those customers reply. The next morning the report shows 36 for that day until those tickets are resolved again.
Why doesn't my first reply count toward Avg. response time?
First responses are tracked separately under First response time. Avg. response time only includes follow-up replies, when a customer messages again and the agent responds.
What's the difference between Resolution time and Ticket handle time?
Resolution time is the full duration from the customer's first message to ticket closure. Ticket handle time starts when the agent sends their first reply, measuring how long the agent actively worked on the conversation.
Why are daily totals different from the date range total for Unique tickets replied?
"Unique tickets replied" counts unique conversations where an agent sent at least one public reply. When viewing daily breakdowns, a ticket appears on each day the agent replied to it. The date range total counts each ticket once, even if the agent replied on multiple days.
Example: An agent replies to the same ticket on Monday and Tuesday. The daily view counts it twice (once per day). The date range view counts it once, because it's one unique ticket.
Can I see how many tickets were assigned to each agent?
Not for a past period. The Agents report counts replies and resolutions, not assignments. Two places come close:
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The Workload by agent tile on the Home Dashboard shows how many conversations each agent has assigned right now. See Team workload on the Home Dashboard.
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Reports → Conversations with the Agent filter lists conversations created in the period that are assigned to that agent now.
Can I filter by time of day or by shift?
No. Reports use whole days in your account timezone. Replies and resolutions count in the period they happened in, whatever the agent's shift or login time. See Understanding reports.