Source: https://atomicwork.docs.pageloop.ai/product/analytics/team-performance/agent-performance-report # Agent performance report 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, go to **Analytics > Workspaces > \[Workspace name] > Agent performance**. - To view aggregated metrics for agent groups, go to **Analytics > Workspaces > \[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 the report ### Filtering by agent group To focus on specific teams or compare agent performance within different groups, you can use the agent group filter, found on the Agent Performance page. By default, it will be set to 'Agents in All groups'. 1. Click the filter to open a dropdown list of available agent groups. 2. Select a specific agent group (e.g., 'Engineering Team') to view metrics only for agents within that group. 3. 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](/product/identity-access-management/people-roles-and-teams/managing-teams-with-agent-groups). ### How the Duration filter works The **Duration** filter (Today, Yesterday, This week, This month, This quarter, This year, Last week, Last month, Last quarter, or a custom range) sets the start and end of the reporting period in your time zone. You can't pick future dates. Not every metric uses the same date to decide what falls inside the period: - Response metrics count requests **created** in the period. A request moved in from another workspace counts as created on the date it was moved. - Resolution and completion metrics count requests **resolved or closed** in the period, whenever they were created. - Workload totals count requests **assigned** in the period. Open and in-progress counts then show each request's current status. - Satisfaction metrics count survey **responses received** in the period. Each metric's description below says which date it uses. Unassigned requests and deleted requests are always left out. For the full set of filters and operators, and how to save a filter combination as a view, see [Filtering reports and saving views](/product/analytics/request-and-service-health/filtering-reports-and-saving-views). ## Understanding the metrics The Agent Performance page is divided into four main categories of metrics: Performance, Workload, SLA Adherence, and Satisfaction. ### 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 to send the first response to requests (excludes problems and changes). Each request is credited to the agent who sent the first response (or to the assignee if no responder is recorded). Includes requests created in the selected period that have a first response; the response itself can come later. Agents with 5 or fewer requests are hidden. A team-wide overall value is also shown. | | Time to resolution | The min/max/median time taken to resolve requests (excludes problems and changes), minus any time the SLA clock was paused. If a request was reopened and resolved again, its total time is used. Each request is credited to the agent it was assigned to when it was resolved. Includes requests resolved in the selected period, whenever they were created. Agents with 5 or fewer requests are hidden. | | Time to resolution for Problem | The min/max/median time taken to mark an assigned problem as complete, using the same rules as **Time to resolution**. | | First Contact Resolution (FCR) % | The percentage of the agent's closed requests that were resolved in the first interaction and never reopened (does not apply to problems and changes). Each request is credited to the first agent that resolved it on first contact, or else to the assignee. Includes requests whose latest close falls in the selected period. An overall percentage across all agents is also shown. | ### 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 | Of the requests assigned to the agent in the selected period, the number still assigned to the same agent and currently in an open (to-do) status. | Available for both requests and problems | | Number of in-progress requests | Of the requests assigned to the agent in the selected period, the number and percentage still assigned to the same agent and currently in an in-progress status. | Available for both requests and problems | | Number of completed requests | The number and percentage of requests that were closed in the selected period and are still completed. Each request is credited to the agent it was assigned to when it closed. | Available for both requests and problems | | Number of requests and problems reopened | The number of requests that were closed in the selected period but have since been reopened. | Available for both requests and problems | | Total | The number of requests newly assigned to the 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)](/product/requests/channels-sl-as-and-feedback/managing-sl-as-for-requests). **Met** and **missed** follow the same rules as the [Requests overview](/product/analytics/request-and-service-health/requests-overview): a first response is missed if it was late, or if there's still no response and the due time has passed. SLA pauses are taken into account, and requests without an SLA are left out. | **Metric** | **Description** | | ------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | First response SLA hit rate | The percentage of requests that met the first response SLA (excludes problems and changes). Each request is credited to the agent the first response is attributed to. Includes requests created in the selected period, judged as of now. | | Resolution SLA hit rate | The percentage of requests that met the resolution SLA (excludes problems and changes). Each request is credited to the agent it was assigned to when it was resolved. Includes requests resolved in the selected period. | | First response SLA breach rate | The percentage of requests that missed the first response SLA (excludes problems and changes). Uses the same requests and attribution as **First response SLA hit rate**. | | Resolution SLA breach rate | The percentage of requests that missed the resolution SLA (excludes problems and changes). Uses the same requests and attribution as **Resolution SLA hit rate**. | | 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 a request (excludes problems and changes). Uses the same requests and attribution as **Time to first response**. | | Longest first response time | The maximum time taken by an agent to send the first response to a request (excludes problems and changes). Uses the same requests and attribution as **Time to first response**. | | Shortest time to resolution | The minimum time taken by an agent to resolve a request (excludes problems and changes). Uses the same requests and attribution as **Time to resolution**. | | Longest time to resolution | The maximum time taken by an agent to resolve a request (excludes problems and changes). Uses the same requests and attribution as **Time to resolution**. | ### 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: | **Metric** | **Description** | | -------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Survey ratings | The percentage of survey responses at each rating (for example, Very bad to Excellent, depending on your survey scale) for requests assigned to the agent. Only the latest response per request counts. Includes responses received in the selected period. | | ESAT score | The percentage of survey responses that were positive, for requests handled by the agent (does not apply to problems or changes). A **Median** bar shows the midpoint across all agents. Includes responses received in the selected period. This is 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 **View breakdown** on any tile or chart 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. - Go to **Analytics > Workspaces > \[Workspace name] > Agent performance** and click **Export to CSV**