Agents report
See how many conversations each agent was assigned and resolved, and how many messages they sent, and understand which agents you're allowed to see.
The Agents report shows each agent's workload and output over a range of days.
Note: Owners, Admins, Supervisors, Agents and Read Only members can open this report. Which agents appear depends on your role, as explained below.
Go to Analytics › Agents. To change the days, set From, To and, if offered, Day boundary, then click Apply.
Whose figures you see
A line at the top of the page says which agents are included:
| You see | When |
|---|---|
| Every department in the organisation. | You're an Owner or Admin. Every agent is included, in a department or not. |
| Your supervised departments | You supervise one or more departments. You see the agents in those departments. |
| Your own figures. | Anyone else. You see only your own row. |
The report never shows you agents that you couldn't see in the inbox. See Teams and routing for how departments and supervisors are set up.
The chart and table
- Conversations assigned, per agent: a bar for each agent.
- Agents table:
| Column | What it means |
|---|---|
| Agent | The member's name. Someone who has left the organisation shows as Unnamed user. Their past work is still counted. |
| Assigned | Conversations assigned to them in the range. |
| Resolved | Conversations they resolved in the range. |
| Messages sent | Messages they sent. |
When the page is empty
- No agent activity in this range: nobody in the organisation was assigned a conversation or sent a message on these days. Try a wider range.
- No agents in scope: you don't supervise any department with agents in it, so there's no one to show. The page never widens to the whole organisation.
Related
- Dashboard: the Team leaderboard also shows each agent's median response time
- Team workload: who's holding what right now
- Conversations report
Still need help?
Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.