Viewing Individual Agent Profiles in Zendesk
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 glass next to an agent's name to open their profile. Here, you can overlay metrics such as the number of chats served with satisfaction rates to gain insights into their performance. This detailed view helps in understanding how factors like workload impact an agent's customer satisfaction ratings.
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…
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…
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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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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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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