Viewing Individual Agent Dashboard

On your Dashboard, in the block Teams/User Performance, you have the opportunity to view individual agent dashboards, performance metrics, and more.

To View Agent Dashboard, click on the expanding arrow icon next to their name:

This will load into a screen that shows you several aspects of performance within the date range chosen, including, but not limited to:

• Tickets solved
• QA score
• SuperSAT
• CSAT
• Cases Assigned
• Case Performance
• Tasks
• Flagged Content
• Coaching Sessions
• CSAT Responses
• Ticket Volume By Topic/Tag