This template provides personalized insights related to the performance of individual agents in your CRM/IT Operations department. These automated insights include language narratives and data based on resolution rate and average resolution time achieved by each agent. The report highlights the agent’s performance on focus metrics that matter. These metrics help track the performance of individual agents to identify areas in which agent performance is faltering and where they could use some help or additional training.

Intended audience: The Ticket Management Agent Performance report is meant for  CRM/IT Operations Managers, Department Heads, and Agent Supervisors.

Focus metrics: Ticket Volume, Ticket Resolution Rate, Average Resolution Time, First Response Time, Ticket Backlogs, Average No. of Customer Interactions, Ticket Distribution

When to use: This template is useful to periodically monitor the performance analysis of individual agents in the CRM/IT Operations department based on their ticket management efforts.

The template supports visual dashboards with relevant analytics written in natural-language summaries to provide data-driven insights for your team. 

To use this template, simply download it, connect/upload your data to the dashboard, and run the report. Start by exploring our auto-generated business analytics and create a report effortlessly in a matter of minutes. The template gives you the flexibility to customize and add comments, analysis, and insights as per your needs if required.