The Group Performance report gives a Supervisor or a custom support manager a summary of their agents' effort and performance in the selected time period.

You can sort your agent groups based on various metrics like their SLA compliance or the number of responses they add and find out the best and least performing groups. 

You can also get insights on the amount of time taken by each group to resolve tickets. This lets you compare the efficiency of groups and add/subtract agents to the group if required

You can get an overview of all the activities done by a group like the number of tickets assigned, reassigned, or resolved by them. 

You can filter the group performance report based on various ticket properties. This will help you understand how your groups are performing when it comes to high-priority tickets or which group is good at handling what type of tickets. 

Metric

Definition

Relationship to the group

Tickets assigned 

Number of tickets assigned in the selected time period

Tickets currently assigned to the group 

Tickets resolved

Number of tickets resolved/closed in the selected time period

Tickets currently assigned to the group

Tickets reopened

Number of tickets reopened in the selected time period

Tickets assigned to the group when reopened

Tickets reassigned

Number of tickets reassigned to another group in the selected time period

Tickets reassigned from this group to some other group

First response SLA %

Percentage of tickets whose first responses were sent within SLA during the selected time period

Tickets assigned to the group when the first responses were sent

Resolution SLA %

Percentage of tickets resolved/closed within SLA during the selected time period

Tickets currently assigned to the group

FCR %

Percentage of tickets resolved/closed after a single contact made by the customer during the selected period

Tickets currently assigned to the group

Private notes

Number of private notes added during the selected time period

Tickets assigned to the group when the private notes were added

Responses

Number of responses sent during the selected time period

Tickets assigned to the group when the responses were sent

Average first response time

Average time taken to send the first response during the selected time period

Tickets assigned to the group when the first responses were sent

Average response time

Average time taken to respond to the requester during the selected time period

Tickets assigned to the group when the first responses were sent

Average resolution time

Average time taken to resolve/close a ticket in the selected time period

Tickets currently assigned to the group