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.
Accessing Agent Performance
Click Insights in the left sidebar.
Click the Agent Performance tab to view detailed agent metrics and performance data.
Filtering Performance Data by Date
Click the Today dropdown to filter performance data by date.
Select Current Year to view performance data for the entire year, or choose another available range.
User Performance Analysis
The User Performance Analysis table displays agent metrics and resolution rates.
The table includes the following metrics per agent:
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.
Click View More to see detailed User Performance Analysis data beyond the default view.
Bot Performance Analysis
The Bot Performance Analysis table monitors workflow response metrics for all bots.
Review the Bot Performance Analysis table to track bot activity and responses.
Click View More to see additional bot performance metrics and detailed analysis.
The overall bot performance is calculated based on all bot responses across your workflows.
Summary
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
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