Read the Agents report
Compare agents on tickets replied, messages sent, tickets closed, first response, resolution, one-touch and satisfaction, and filter by team or tag.
Last updated 2 min read
The Agents report shows how each person on the team is doing: how much they handle, how fast and how well.
Before you start
- Who can do this: everyone.
- Plan: all plans.
Step by step
- Open Analytics and choose Agents.
- Read the note: "Replies are credited to the agent who wrote them; closes, resolution time and satisfaction to the ticket's assignee. Times are medians."
- Pick a date range and filters: Channel, Team, Tag.
- Press a column heading to sort.
- Press Export CSV for the table.
What happens next
Columns
| Column | Meaning | Better when |
|---|---|---|
| Agent | The person | |
| Tickets replied | Tickets they replied to | Higher |
| Messages sent | Replies they sent | Higher |
| Tickets closed | Tickets they own that closed | Higher |
| First response | Median time to first reply | Lower |
| Resolution | Median time to close | Lower |
| One-touch | Share closed with one reply | Higher |
| Satisfaction | Average score (number of answers) | Higher |
Reading it fairly
- Compare agents who do similar work, using the Tag or Channel filter.
- Look at trends over Last 30 days rather than single days.
- A low Tickets closed with high Tickets replied can mean someone helps on others' tickets.
Questions the report answers
- Is work shared fairly? Compare Tickets replied across agents on the same shift pattern.
- Who might need help? A slower First response than the rest of the team, week after week, is worth a friendly conversation about workload or training.
- Who writes complete answers? A high One-touch rate means customers rarely need to write back.
- Where does feedback land? Satisfaction goes to the ticket's owner, so it reflects how the whole conversation went.
Credit for shared tickets
When two people work on one ticket, both get credit for their replies, but only the assignee is credited with the close, the resolution time and the rating. If someone often finishes tickets for others, assign the ticket to them before closing so the report reflects who did the work.
Tips
- Pair the report with Busiest times to balance shifts.
- Use one-to-ones to discuss the numbers; they are a starting point, not a verdict.
- Satisfaction needs enough answers to mean something; check the count in brackets.
Troubleshooting
An agent is missing
Agents appear when they have activity in the period. Widen the date range.
Satisfaction shows a dash
No ratings for that agent's tickets in the period.
Frequently asked questions
How are replies and closes credited to agents?
Replies are credited to the agent who wrote them. Closes, resolution time and satisfaction are credited to the ticket's assignee. So an agent who helps on a teammate's ticket gets credit for the reply, while the owner of the ticket is credited with how it ended.
Which columns does the Agents report have?
Agent, Tickets replied, Messages sent, Tickets closed, First response, Resolution, One-touch and Satisfaction. Times are medians. Satisfaction shows the average score with the number of answers in brackets, or a dash when there are none. Press Export CSV to get every column for every agent in a spreadsheet.
Can I sort the Agents report?
Yes. Press a column heading to sort by it. The report knows which direction is better for each column, for example higher tickets closed but lower first response, so it is easy to spot who is ahead and who may need help.
Should I use the Agents report to rank my team?
Use it to understand workload and spot where help is needed, not as a score on its own. An agent handling hard escalations will have slower times. Read it together with Tags and Satisfaction, and talk about the numbers with each person.
Can I see one team's agents only?
Yes. Use the Team filter at the top, which appears once you have teams, to limit the report to that team's tickets. You can also filter by channel, tag and date range, for example chat only for the last 30 days.
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Related articles
- Read the Overview reportThe Overview report shows tickets created, replied and closed, median first response and resolution, one-touch rate, satisfaction and how tickets closed.
- Analytics metric glossaryPlain definitions of every Hushdesk metric, including tickets created, replied and closed, first response, resolution, one-touch, CSAT and SLA results.
- Create teams to group your agentsGroup agents into teams so tickets can be routed and reported per team. Create, edit and delete teams from Settings, Teams in a minute.
- Read the Satisfaction reportSee your average satisfaction score, share of 4 and 5 star ratings, response rate, score distribution, scores by agent and recent customer comments.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.