Performance by Agent

On your Dashboard, inside the Teams/User Performance block, you will see a list of agents or teams under your account. In this section, you notice that you can view the following information:

• Agent name
• View agent tickets
• Solves
• First Response Time (in hours)
• CSAT
• QA
• SuperSAT

Since this data is based on the Date Range you chose in the top right corner of your Dashboard, if you further adjust the date range, you will see these metrics change.