The Leaderboard and Agent performance table on the Home Dashboard give managers a view of how individual agents are performing across the key metrics that matter most.
Leaderboard
The leaderboard highlights your top performers across four categories, displayed as podium cards (1st, 2nd, 3rd place):
Top CSAT The agents with the highest customer satisfaction score in the selected period. Agents need at least 5 survey responses in the period to appear.
For Fastest response, Best one touch rate and Fastest resolution, agents need at least 5 resolved tickets in the period.
Fastest response The agents with the quickest median first response time. The time is measured from when the conversation was created, or from the handover if the AI agent handled it first, to the first human reply. It is not measured from assignment.
Best one touch rate The agents who resolve the most conversations with a single reply. A high one touch rate indicates clear, efficient communication.
Fastest resolution The agents who resolve conversations in the shortest time from open to closed.
Agent performance table
The agent performance table shows one row per agent with a full breakdown of their metrics side by side. This is useful for comparing performance across the whole team rather than just the top three in each category.
Columns include response time, resolution time, messages per ticket, CSAT score, one touch rate, and escalation rate per agent.
Tips for using these widgets
- Use the leaderboard to recognize strong performers and share what's working
- Use the agent performance table to spot agents who may need support or coaching
- Compare metrics over different date ranges to track individual improvement over time
- Keep in mind that volume differences between agents can affect metrics — a lower CSAT score from an agent handling complex escalations is different from one handling simple requests