Monitor Individual Agent Performance in Zendesk
How can I monitor individual agent performance in Zendesk?
You can monitor individual agent performance in Zendesk using the Agent Reports feature. This feature provides a detailed breakdown of each agent's activity, allowing you to see metrics such as the number of chats served and customer satisfaction ratings (CSAT).
To access this, go to the Agent Reports page and select 'Individual Profile'. Here, you can view an agent's performance in detail, including the number of good and bad ratings and any comments received. This helps in identifying areas where an agent might need improvement, such as in the case of Vincent, whose CSAT suffers when handling more chats.
More related questions
What is the Activity Breakdown table in Zendesk Agent Reports?
The Activity Breakdown table in Zendesk Agent Reports provides a comprehensive overview of all agents' performance metrics. It allows you to rank agents based on specific criteria, such as the number of chats they have served or their customer…
How can I view an individual agent's profile in Zendesk?
To view an individual agent's profile in Zendesk, navigate to the Agent Reports page and select 'Individual Profile'. This will allow you to see detailed information about a specific agent's performance. For example, you can click on the magnifying…
Why might an agent's CSAT suffer when handling more chats?
An agent's CSAT, or customer satisfaction rating, might suffer when handling more chats due to increased workload and stress. As the number of chats increases, it can become challenging for an agent to maintain the same level of service quality….
Is there a pre-done agent performance dashboard in Zendesk?
Currently, Zendesk does not offer a pre-done agent performance dashboard. However, you can use the Time Tracking App built by Zendesk to track agent performance metrics. Additionally, Zendesk provides Explore Recipes that can help you create custom…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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