This report template provides an overview of Agent performance, resource allocation and tells you who are the best and worst-performing agents in your CRM/IT Operations Department. It includes smart insights based on resolution rate per agent, average resolution time per agent, and best and worst performers. These insights help to identify the best performers who can pursue growth strategies and worst performers who need additional training in areas contributing to their bad performance.

Intended audience: The Ticket Management Agent Leaderboard 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 in providing a leaderboard analysis based on the resolution rate and resolution time of agents in your CRM/IT Operations team.

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.