Group Performance report

Modified on Fri, 10 Feb, 2023 at 10:50 AM

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