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