Monitoring Agents

Agents

To help monitor how your Agents are using the helpdesk, you can view a Login log below the Agents list.

For more detailed information about Agent activity, you can use the Reports interface, accessible from the chart icon at the lower left.

There are three sections of the Reports interface that are useful for checking Agent performance:

image0 Agent Activity shows you a log of all the actions Agents have taken.

image1 Agent Hours shows you the times when Agents were actively using the Agent interface (writing a reply, clicking something, moving the mouse). Breaks do not necessarily indicate that the Agent interface was closed or that the Agent was logged out, just that the interface was not being actively used.

../_images/agent-hours.png

image2 Ticket Satisfaction shows you the results of User Ratings of Agent replies from the Satisfaction Survey.

Published: 23/03/2017

Last updated: 26/10/2017