Agent Performance

Agent Performance consists of multiple useful widgets that will help Agents monitor their performance, like average resolution time and average waiting time. The Agent can take this information as report material to the Supervisor and also motivate them to do a better performance.

Agent Performance

Component Explanation:

Name	Description
Average Resolution Time	The average total duration ticket assigned until the ticket is closed. But, when the ticket is transferred or escalated to a supervisor or another group, then the agent can’t get the total ticket, but the agent will get ‘Waiting Time’.
Average Waiting Time	The average total ticket duration assigned to one agent.