Reports & Analytics
Agent Performance
The Agent performance report shows per-agent sessions, conversations handled, replies sent, response times, availability hours, and quality scores.
The Agent performance report gives you a per-agent breakdown for the selected period. Find it in Reports - Agents.
The agent table
Each row in the table represents one agent who was active in the selected period.
| Column | What it measures |
|---|---|
| Sessions | Number of sessions assigned to the agent (a session is one assignment period for one conversation) |
| Conversations | Distinct conversations the agent was part of |
| Resolved | Sessions ended with a “resolved” outcome |
| Replies sent | Messages sent by the agent |
| FRT median | Median first response time across the agent’s sessions |
| Resolution median | Median resolution time for sessions the agent closed |
| Online hours | Total time spent in “online” or “invisible” status |
| Busy hours | Total time spent in “busy” status |
| Last online | When the agent was last seen active |
| Quality score | Average AI quality grade for the agent’s conversations in the period (0-100), if quality grading is enabled |
Activity chart
Below the table, a daily activity chart shows replies-per-day for the top six agents by volume. This makes it easy to spot who was active on which days.
Quality score
Quality scores come from automated conversation assessments. A graded conversation receives a score from 0-100. The per-agent score is the average across all graded conversations in the period.
A low quality score does not necessarily mean the agent did something wrong - it can also indicate conversations that were inherently difficult. Use it as a prompt to read specific conversations, not as a standalone metric.
Availability vs online hours
Online hours counts time in “online” status plus “invisible” status (agents who set themselves invisible are still logged in and counted). Busy hours counts time in “busy” status. These are sourced from availability_periods records and clamped to the report window.
Filters
Filter by app, channel, or select a specific agent to show only that agent’s stats.
Role access
Only owners and admins can view agent reports. Agents do not see each other’s performance data by default.
Was this article helpful?
Thanks for your feedback!