Understanding the Activity Breakdown Table in Zendesk
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 satisfaction ratings (CSAT).
This table is particularly useful for identifying trends and patterns in agent performance. For instance, you can quickly see which agents are excelling and which might need additional support or training. This feature is part of the Individual Profile view within the Agent Reports page.
More related questions
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…
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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