Board path
Care > Agents performance > Agent efficiency
Why use this board
Use this board to compare agent efficiency metrics; find coaching opportunities and top performers on handle time and resolution.
Board controls
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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.
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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.
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Skill: Select skill.
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Date range: Defaults to the last 30 days. The board subtitle shows the active range when available.
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Aggregated by: Day, Week, Month, Quarter, Year.
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Business Hours Variant: Profile business hours, Agent business hours, Calendar hours (24/7).
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Sort: Agent, Assigned cases, Done cases, Cases replied to, One touch cases, Reopened cases, Total assignments, Total resolutions.
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Sort: Descending, Ascending. Default: Ascending.
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Aggregation: Average, Median.
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Sort: Agent, Handling time, Assign to first response time, Response time, Assign to resolution time, Interaction handling time.
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Case field breakdown: Select a value from the toolbar.
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Export: Export the table to XLSX, including the selected date range when available.
Metrics on this board
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Total assignments — Total assignments vs Total resolutions
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Total resolutions — Total assignments vs Total resolutions
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Handling time — List of agents
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Assign to first response time — List of agents
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Response time — List of agents
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Assign to resolution time — List of agents
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Interaction handling time — List of agents
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Agent name — List of agents
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Assigned cases — List of agents
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Resolved cases — List of agents
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Cases replied to — List of agents
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One-touch cases — List of agents
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Reopened cases — List of agents
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Total assignments — List of agents
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Total resolutions — List of agents
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Assign to resolution time — Assign to resolution time
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Resolved cases — Resolved cases
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Unresolved cases — Unresolved cases by agent by case status
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Assigned cases — Assigned cases
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Handling time — Handling time
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Resolved cases — Resolved cases by agent by language
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Resolved cases — Resolved cases by agent by profile
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Resolved cases — Resolved cases by agent by priority
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Resolved cases — Resolved cases by agent by case field
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Resolved cases — Resolved cases by agent by platform
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Resolved cases — Resolved cases by agent by sentiment
Widgets
Total assignments vs Total resolutions
What it measures: This chart compares the flow of assignment and resolution actions within the selected timeframe. It shows:The total number of case assignments to the selected agents during the selected periodThe total number of case resolutions by the selected agents during the selected period The data is based on the total actions. If a case is assigned or resolved multiple times, it is counted multiple times within this chart. A significantly higher number of assignments than resolutions may indicate frequent reassignments without resolution. Shown as vertical bars — compare categories side by side to see which drives the most volume.
Metrics: Total assignments, Total resolutions
Visualization: Bar chart
List of agents
What it measures: The table provides a detailed breakdown of metrics to help estimate case processing times for each agent. Metrics in the table can be aggregated using either the average or the median. 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: Handling time, Assign to first response time, Response time, Assign to resolution time, Interaction handling time
Visualization: Table
List of agents
What it measures: The table provides a detailed breakdown of metrics allowing to estimate the volume of cases processed by specific agent. 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: Assigned cases, Resolved cases, Cases replied to, One-touch cases, Reopened cases, Total assignments, Total resolutions
Visualization: Table
Assign to resolution time
What it measures: Average time from case assignment to a specific agent to the latest case resolution during the selected period. This metric helps assess each agent's individual contribution to resolving a case. Assign to Resolution Time is measured from the moment a case is assigned to an agent and excludes any periods when the case is not assigned to that agent. If an agent resolves the same case more than once, time is accumulated across all resolutions within the selected date range and is attributed to the date of latest resolution within selected period. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Assign to resolution time
Visualization: Value with change
Resolved cases
What it measures: Total number of cases resolved (marked Done or Spam) by the selected agents during the selected period. Cases resolved and reopened at the end of reporting period are still counted as resolved within this metric. Note: If a case is resolved multiple times, it is counted only once. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Resolved cases
Visualization: Value with change
Unresolved cases by agent by case status
What it measures: The distribution of cases in Open, Pending, or On Hold status (awaiting resolution) assigned to each agent at the end of the selected timeframe This may include cases created before the selected timeframe, as well as cases that were created, resolved, and reopened before the end of the selected period. 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: Unresolved cases
Visualization: Stacked bar chart
Assigned cases
What it measures: Total number of cases assigned to the selected agents during the selected period. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Assigned cases
Visualization: Value with change
Handling time
What it measures: Average time an agent actively works on a case until resolution.Time is counted only when a case is in Open status and assigned to the agent. If multiple agents were resolving a case, each one's time is counted when they are assigned. The following periods are excluded from the calculation:The time a case is not assigned The time a case is in Pending, On Hold, Done, or Spam status Handling time is calculated each time a case is resolved. If the case is reopened and resolved again, the handling time is accumulated across all instances of active work. The metric is based on the cases resolved within the specified date range. Shown as a KPI with period-over-period change — use it to see whether the metric is rising or falling.
Metrics: Handling time
Visualization: Value with change
Resolved cases by agent by language
What it measures: Total number of cases resolved during the selected date range, segregated by agent and language. Cases resolved by multiple agents are counted for each agent involved. If case was resolved by the same agent multiple times, the case is counted only once for this specific agent. 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: Resolved cases
Visualization: Stacked bar chart
Resolved cases by agent by profile
What it measures: Total number of cases resolved during the selected date range, segregated by agent and profile. Cases resolved by multiple agents are counted for each agent involved. If case was resolved by the same agent multiple times, the case is counted only once for this specific agent. 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: Resolved cases
Visualization: Stacked bar chart
Resolved cases by agent by priority
What it measures: Total number of cases resolved during the selected date range, segregated by agent and priority. Cases resolved by multiple agents are counted for each agent involved. If case was resolved by the same agent multiple times, the case is counted only once for this specific agent. 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: Resolved cases
Visualization: Stacked bar chart
Resolved cases by agent by case field
What it measures: Total number of cases resolved during the selected date range, segregated by agent and the values of the selected case field. Cases resolved by multiple agents are counted for each agent involved. If case was resolved by the same agent multiple times, the case is counted only once for this specific agent. Use the dropdown above to select case field. Note: Only single-select and multi-select case fields are supported. Text, number and date fields are not available. 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: Resolved cases
Visualization: Stacked bar chart
Resolved cases by agent by platform
What it measures: Total number of cases resolved during the selected date range, segregated by agent and platform. Cases resolved by multiple agents are counted for each agent involved. If case was resolved by the same agent multiple times, the case is counted only once for this specific agent. 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: Resolved cases
Visualization: Stacked bar chart
Resolved cases by agent by sentiment
What it measures: Total number of cases resolved during the selected date range, segregated by agent and sentiment. Cases resolved by multiple agents are counted for each agent involved. If case was resolved by the same agent multiple times, the case is counted only once for this specific agent. 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: Resolved cases
Visualization: Stacked bar chart