The report shows per-agent data: number of tickets assigned, tickets resolved, average first response time, average resolution time, SLA compliance rate, and CSAT score. These metrics together give a balanced view of both speed and quality.
Managers compare agents on the same ticket types to identify performance gaps. An agent with low CSAT but high ticket volume might be resolving quickly at the expense of quality. One with high CSAT but slow response times might need training on efficiency tools like macros.
Agent Activity Reports can be aggregated to team level, providing a comparison across teams rather than individuals. This is useful in larger support operations where department-level performance differences need to be identified and addressed.
The Agent Activity Report shows individual performance metrics including tickets handled, response times, resolution times, and CSAT scores. Managers use it for performance reviews, coaching, and comparing agents on the same ticket types.
Yes. Reports in Zoho Desk can be exported to CSV or PDF. Exported reports are useful for performance reviews, HR documentation, and sharing with stakeholders who do not have direct Zoho Desk access.
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