Agent Performance
Measure agent KPIs including handle time, calls per hour, availability, and productivity.
Agent Performance reports give managers visibility into how each agent is performing. Instead of relying on subjective assessments, you can compare agents on objective metrics like handle time, call volume, and availability.
Key Performance Indicators
The agent performance page tracks these KPIs for each agent over the selected date range:
| KPI | Description |
|---|---|
| Total Calls | Number of calls the agent handled (answered inbound + placed outbound) |
| Calls Per Hour | Average number of calls handled per working hour |
| Average Handle Time | Mean duration from call answer to wrap-up completion |
| Average Talk Time | Mean duration of the conversation itself (excluding hold and wrap-up) |
| Average Hold Time | Mean time the caller spent on hold during calls |
| Availability | Percentage of shift time the agent was in an available state |
| Utilization | Percentage of available time spent on active calls |
| Missed Calls | Calls routed to the agent that were not answered |
Agent Comparison Table
A sortable table lists all agents with their KPIs side by side. Click a column header to sort by that metric. This makes it easy to identify:
- Top performers who handle the most calls efficiently
- Agents who need coaching based on high handle times or low answer rates
- Workload imbalances where some agents are overloaded while others are underutilized
Individual Agent Detail
Click an agent's name to open their detail view, which includes:
- A time-series chart of their daily call volume
- Disposition breakdown showing how they categorized calls
- A list of their recent calls with timestamps, durations, and outcomes
Compare an agent's handle time against the team average. Agents significantly above average may need process improvements or additional training, while those below average may be rushing through calls.
Availability Tracking
Agent availability is tracked through status changes reported over WebSocket:
| Status | Counted As |
|---|---|
| Available | Agent is ready to take calls |
| On Call | Agent is on an active call |
| Wrap-Up | Agent is completing after-call work |
| Away / Break | Agent is temporarily unavailable |
| Offline | Agent is logged out |
Availability percentage is calculated as time in "Available" or "On Call" status divided by total shift time.
Filtering
Filter the performance report by:
- Date range (preset or custom)
- Team or group
- Individual agent
- Queue assignment
Using Performance Data
Agent performance reports are most valuable when used for:
- Staffing decisions — Identify whether the team is right-sized for current call volume.
- Coaching conversations — Use objective data as the basis for one-on-one feedback.
- Incentive programs — Recognize high performers with data-backed metrics.
- Process improvements — High average handle times may indicate a product or process issue, not an agent issue.
Agent performance data combines with Call Analytics and Lead conversion data to give a complete picture of how agent activity translates to business outcomes.