{"id":4305,"date":"2026-05-29T21:30:25","date_gmt":"2026-05-29T21:30:25","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4305"},"modified":"2026-05-29T21:30:25","modified_gmt":"2026-05-29T21:30:25","slug":"agent-activity-report-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/agent-activity-report-zoho-desk\/","title":{"rendered":"Agent Activity Report"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">The Agent Activity Report in Zoho Desk shows individual agent performance metrics including tickets handled, response times, resolution times, and CSAT scores. Managers use it to assess performance, identify coaching needs, and recognise top performers.<\/div>\n<div class=\"gt-section\">\n<h2>Metrics in the Agent Activity Report<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Using the Report for Coaching<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Team-Level Aggregation<\/h2>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A support manager reviews the monthly Agent Activity Report. Agent A handles 180 tickets with 4.8 CSAT and 95% SLA compliance. Agent B handles 240 tickets but has 3.2 CSAT and 78% SLA compliance. The manager schedules coaching for Agent B focused on resolution quality.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/csat-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">CSAT (Customer Satisfaction Score)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sla-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">SLA<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/dashboard-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Dashboard (Desk)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/agent-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Agent<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is the Agent Activity Report in Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>Can I export the Agent Activity Report from Zoho Desk?<\/strong><\/p>\n<p>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.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The Agent Activity Report in Zoho Desk tracks individual agent performance metrics including response times, resolution rates, and CSAT for coaching and re<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Agent Activity Report | Zoho Desk Glossary","seo_description":"The Agent Activity Report in Zoho Desk tracks individual agent performance metrics including response times, resolution rates, and CSAT for coaching and re","seo_keyword":"agent activity report zoho desk","seo_faqs":"[{\"q\": \"What is the Agent Activity Report in Zoho Desk?\", \"a\": \"The Agent Activity Report shows individual performance metrics including tickets handled, response times, resolution times, and CSAT scores. 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