The Agent and Group Performance reports in Atomicwork provides valuable insights into your team's efficiency, workload distribution, and service quality. By leveraging these metrics, administrators and managers can evaluate agent productivity, identify areas for training and improvement, enhance service delivery, and foster accountability within their teams.
Accessing performance analytics
You can access detailed performance reports for individual agents and agent groups through the Analytics module:
To view individual agent metrics, navigate to Analytics > [Workspace name] Agent Performance.
To view aggregated metrics for agent groups, navigate to Analytics > [Workspace name] > Group Performance.
Both sections offer similar views, focusing on workload, performance, Service Level Agreement (SLA) adherence, and satisfaction, tailored either to individual agents or entire groups.
Understanding agent performance analytics
The Agent Performance page offers a comprehensive overview of how individual agents are performing. You can typically explore data through various tabs such as Performance, Workload, SLA, and Satisfaction. Data is usually displayed for a selected time period, which you can adjust using filters. The tabs also offer options to sort agents, for instance, by 'Best performing', to quickly identify top contributors based on their metrics.
Please note that we will display only the top 5 or bottom 5 agents/groups; export for more refined data analysis.
Filtering by agent group
To focus on specific teams or compare agent performance within different groups, you can use the agent group filter, found at the top of the Agent Performance page. By default, it will be set to 'Agents in All groups'.
Click on the filter to open a dropdown list of available agent groups.
Select a specific agent group (e.g., 'Engineering Team') to view metrics only for agents within that group.
To revert to viewing all agents, select 'All groups' from the filter.
For more information on managing agent groups, refer to our guide on agent groups.
Evaluating performance metrics
Performance metrics help gauge the efficiency and effectiveness of agents in handling their tasks. The charts support different aggregation types like min, median, max. Key metrics include:
Metric | Description |
Time to first response | The min/max/median time taken by an agent to send the first response for all newly assigned requests (excludes problems and changes) during the selected period. |
Time to resolution | The min/max/median time taken by an agent to resolve all assigned requests (excludes problems and changes) during the selected period. |
Time to resolution for Problem | The min/max/median time taken by an agent to mark an assigned problem as complete during the selected period. |
First Contact Resolution (FCR) % | The percentage of requests resolved by the agent in the first interaction, without needing further follow-up (does not apply to problems and changes). |
Analyzing workload metrics
The Workload tab provides insights into the volume of tasks handled by agents. These metrics help you understand an agent's capacity and current load. Key workload metrics include:
Metric | Description | Notes |
Number of open requests including service requests and incidents | The count of an agent's assigned requests currently in 'Open' status. | Available for both requests and problems |
Number of in-progress requests | The count and percentage of an agent's assigned requests currently in 'In-progress' status. | Available for both requests and problems |
Number of completed requests | The count and percentage of an agent's assigned requests that are in 'Completed' statuses. | Available for both requests and problems |
Number of requests, problems, and changes reopened | The count of an agent's completed requests that were subsequently changed back to 'Open' status during the selected period. | Available for both requests and problems |
Total | The count of all requests assigned to an agent during the selected period. | Available for both requests and problems |
Monitoring SLA adherence
The SLA tab focuses on how well agents are meeting the defined Service Level Agreements for response and resolution times. For more details on SLAs, see setting up Service Level Agreements (SLAs).
Metric | Description |
First response SLA hit rate | The percentage of requests where the agent met the first response SLA (excludes problems and changes). |
Resolution SLA hit rate | The percentage of requests where the agent met the resolution SLA (excludes problems and changes). |
First response SLA breach rate | The percentage of requests where the agent did not meet the first response SLA (excludes problems and changes). |
Resolution SLA breach rate | The percentage of requests where the agent did not meet the resolution SLA (excludes problems and changes). |
Resolution SLA for Problem | The percentage of problems resolved by the agent within the defined resolution SLA. |
Shortest first response time | The minimum time taken by an agent to send the first response to an assigned request (excludes problems and changes). |
Longest first response time | The maximum time taken by an agent to send the first response to an assigned request (excludes problems and changes). |
Shortest time to resolution | The minimum time taken by an agent to mark an assigned request as complete (excludes problems and changes). |
Longest time to resolution | The maximum time taken by an agent to mark an assigned request as complete. |
Monitoring Satisfaction
The Satisfaction tab is a birds eye view of the service desk's performance as seen from the end-user's perspective. Key metrics include:
Survey ratings | The number of surveys sent to employees as per your survey rules. This need not match the total volume |
Average ESAT score (Satisfaction Tab) | The average Employee Satisfaction score from surveys related to requests handled by the agent during the selected period (does not apply to problems or changes). This is typically found on the Satisfaction tab. |
Drilling down into performance
You can drill down into the actual requests that contribute to every metric in the Agent and Group Performance Reports. This capability provides deeper visibility into agent and group metrics. To access the underlying data, click on any chart element or info card within the Performance, SLA, Workload, or Satisfaction tabs. A side drawer opens, displaying a read-only list of the matching requests.
The drill-down view automatically shows the relevant data based on your selection (agent or group) and carries over any filters applied on the main page. You can customize the table by showing or hiding columns and reordering them. You can export the current view with applied filters and columns, or export all available data.
Export Report
Export the report data so you can operate on it in Excel or your BI tool of choice.
Navigate to Analytics > [Workspace] > Agent performance report > Click on ... > Export to CSV