> For the complete documentation index, see [llms.txt](https://docs.ownchat.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ownchat.app/insights/insights-agent-performance.md).

# Insights - Agent Performance

### Overview  

The Agent Performance tab in Insights provides a detailed view of both user (agent) and bot performance metrics. Use this section to monitor conversation handling, resolution rates, and overall productivity across your team and automated workflows.

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### Accessing Agent Performance &#x20;

1. Click **Insights** in the left sidebar.<br>

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2. Click the **Agent Performance** tab to view detailed agent metrics and performance data.<br>

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### Filtering Performance Data by Date &#x20;

1. Click the **Today** dropdown to filter performance data by date.<br>

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2. Select **Current Year** to view performance data for the entire year, or choose another available range.

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### User Performance Analysis &#x20;

The **User Performance Analysis** table displays agent metrics and resolution rates.

The table includes the following metrics per agent:<br>

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* **Assigned** — Conversations assigned to the agent.
* **Responded** — Conversations the agent has replied to.
* **Resolved** — Conversations successfully resolved by the agent.
* **Reassigned** — Conversations reassigned to another agent or team.
* **Same-day Response** — Conversations responded to on the same day they were received.
* **Previous-day Response** — Conversations responded to on a day after they were received.
* **Same-day Resolution** — Conversations resolved on the same day they were opened.
* **Previous-day Resolution** — Conversations resolved on a day after they were opened.
* **Manual Closures** — Conversations closed manually by an agent.
* **System Closures** — Conversations closed automatically by the system.

1. Click **View More** to see detailed User Performance Analysis data beyond the default view.<br>

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### Bot Performance Analysis &#x20;

The **Bot Performance Analysis** table monitors workflow response metrics for all bots.

1. Review the **Bot Performance Analysis** table to track bot activity and responses.<br>

{% embed url="<https://app.supademo.com/demo/cms4d0gg200rz160j9pfetgy6?utm_source=link>" %}

2. Click **View More** to see additional bot performance metrics and detailed analysis.<br>

{% embed url="<https://app.supademo.com/demo/cms4d1fb400s5160jstuqv87f?utm_source=link>" %}

The overall bot performance is calculated based on all bot responses across your workflows.

### Summary &#x20;

| **Section**               | **What You Can Do**                                                                                                                                         |
| ------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Date Filter               | Filter performance data by today, current year, or another range                                                                                            |
| User Performance Analysis | Review per-agent metrics including assigned, responded, resolved, reassigned, same-day and previous-day response and resolution, manual and system closures |
| Bot Performance Analysis  | Monitor bot workflow response metrics and overall bot performance                                                                                           |