Board path
Care > Agents performance > Agent activity
Why use this board
Use this board to review agent activity levels across the team; support capacity planning, coaching, and workload balance.
Board controls
-
Agents&Agent groups: Select values from the toolbar. In order to switch from Agents to Agent Groups, please delete the current selection and switch to another data source type.
-
Adaptive filters: Open Filter in the toolbar to narrow posts by Channel, Case Field, Platform, Sentiment, Language, or Priority. Active filters appear as chips below the toolbar; remove a chip to clear that filter.
-
Skill: Select skill.
-
Date range: Defaults to the last 30 days. The board subtitle shows the active range when available.
-
Aggregated by: Day, Week, Month, Quarter, Year.
-
Sort: Agent, Replies sent, DC replies, Public replies, Avg replies per case, Internal notes sent, Reactions sent, Other actions.
-
Sort: Descending, Ascending. Default: Ascending.
-
Export: Export the table to XLSX, including the selected date range when available.
Metrics on this board
-
Replies sent — Replies sent
-
Number of actions — Actions by action type
-
Number of replies — Average replies by hour of the day
-
Number of replies — Replies by agent by profile
-
Direct conversation replies — Total direct conversation replies sent
-
Public replies — Total public replies sent
-
Internal notes — Total internal notes created
-
Agent name — List of agents
-
Replies sent — List of agents
-
DC replies — List of agents
-
Public replies — List of agents
-
Avg replies per case — List of agents
-
Internal notes — List of agents
-
Reactions — List of agents
-
Other actions — List of agents
-
Number of replies — Replies sent per profile
-
Number of replies — Replies sent per platform
-
Number of replies — Replies by reply type
-
Number of actions — Actions by agent by action type
-
Number of replies — Replies by agent by reply type
-
Number of replies — Replies by agent by platform
Widgets
Replies sent
What it measures: This chart shows the total number of replies sent by selected agents over time. The number also includes replies that were deleted. Shown as a trend over time — use it to spot spikes, drops, and seasonality across the selected period.
Metrics: Replies sent
Visualization: Line chart
Actions by action type
What it measures: This chart breaks down the actions performed by the selected agents based on actions type. The following actions are supported within this chart: Message hidden / unhiddenMessage deletedUser banned (for YouTube only). Shown as a breakdown by category — use it when share of the total matters more than exact values.
Metrics: Number of actions
Visualization: Pie / breakdown
Average replies by hour of the day
What it measures: The average number of replies sent per hour for each weekday during the selected date range. The heatmap highlights peak periods with the highest replies volumes. The number also includes replies that were deleted. Note: For longer date ranges, the number of replies is averaged per hour and rounded. For example, if analyzing a four-week period where no replies were sent in the first three weeks and 16 replies were sent in the last week, the average would be 16/4 = 4.
Metrics: Number of replies
Visualization: Heatmap
Replies by agent by profile
What it measures: This chart shows the number of replies sent by each selected agent, broken down by profile. The number also includes replies that were deleted. Shown as stacked bars — each segment shows a category's share of the total; use it to see composition, not just the headline number.
Metrics: Number of replies
Visualization: Stacked bar chart
Total direct conversation replies sent
What it measures: Total number of direct conversation replies sent by selected agents during the selected date range. The number also includes replies that were deleted. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Direct conversation replies
Visualization: Value with change
Total public replies sent
What it measures: Total number of public replies sent by selected agents during the selected date range. The number also includes replies that were deleted. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Public replies
Visualization: Value with change
Total internal notes created
What it measures: Total number of internal notes created by selected agents during the selected date range. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Internal notes
Visualization: Value with change
List of agents
What it measures: The table provides a detailed breakdown of metrics allowing to estimate the each agent activity. Metric definitions for each column in the table are available on hover. Shown in a sortable table — use it for exact values per row and to compare individual items (for example agents, profiles, or authors).
Metrics: Agent name, Replies sent, DC replies, Public replies, Avg replies per case, Internal notes, Reactions, Other actions
Visualization: Table
Replies sent per profile
What it measures: This chart breaks down the replies sent by the selected agents based on profile. The number also includes replies that were deleted. Shown as a breakdown by category — use it when share of the total matters more than exact values.
Metrics: Number of replies
Visualization: Pie / breakdown
Replies sent per platform
What it measures: This chart breaks down the replies sent by the selected agents based on platform. The number also includes replies that were deleted. Shown as a breakdown by category — use it when share of the total matters more than exact values.
Metrics: Number of replies
Visualization: Pie / breakdown
Replies by reply type
What it measures: This chart breaks down the replies sent by the selected agents based on reply type. The number also includes replies that were deleted. Shown as a breakdown by category — use it when share of the total matters more than exact values.
Metrics: Number of replies
Visualization: Pie / breakdown
Actions by agent by action type
What it measures: This chart shows the number of replies sent by each selected agent, broken down by action type. The following actions are supported within this chart: Message hidden / unhiddenMessage deletedUser banned (for YouTube only). Shown as stacked bars — each segment shows a category's share of the total; use it to see composition, not just the headline number.
Metrics: Number of actions
Visualization: Stacked bar chart
Replies by agent by reply type
What it measures: This chart shows the number of replies sent by each selected agent, broken down by reply type. The number also includes replies that were deleted. Shown as stacked bars — each segment shows a category's share of the total; use it to see composition, not just the headline number.
Metrics: Number of replies
Visualization: Stacked bar chart
Replies by agent by platform
What it measures: This chart shows the number of replies sent by each selected agent, broken down by platform. The number also includes replies that were deleted. Shown as stacked bars — each segment shows a category's share of the total; use it to see composition, not just the headline number.
Metrics: Number of replies
Visualization: Stacked bar chart