Reports & dashboards (agent view)

Reports & dashboards

The agent reports area surfaces the metrics most teams ask about: backlog, breach rates, throughput. It’s a read-only view of the same data the manage-side reports configuration controls.

Helpdesk overview

The default Reports page is a single overview snapshot — backlog by status, oldest tickets, SLA breach counts, satisfaction averages, all for the current moment. Refreshes on each page load — there’s no client-side polling, so what you see is current to the moment you opened the tab. For the richer per-window breakdowns (trends over a chosen date range, saved report definitions), use the separate Reports catalog under the manage rail at /agent/manage/reports.

If a chart looks wrong, the underlying definition lives in the manage-side report builder (see Reports configuration). The agent view doesn’t let you edit the definitions — that’s deliberate, to avoid agents accidentally re-scoping the trust’s headline KPIs.

Agent performance

The Reports / Agents page breaks helpdesk activity down by individual agent. Tickets touched, average response time, resolution count, satisfaction average — over a window you set with ?days=7|30|90 (default 30, clamped 1–365).

This is intended as a coaching tool, not a league table. Raw ticket count doesn’t reward agents who handle complex problems quickly or who pick up the awkward ones. Read the columns together, not just the headline.

Gotchas

• The agent breakdown only includes agents who have touched a ticket in the window. Agents who were on leave will be missing, not zero-rowed.
• Touched is counted per audit-row, not per assignment — a one-line comment counts. If you want assignment volume instead, use the manage-side custom report builder.
• The dashboard does not scope by department. An agent who only handles AV tickets and another who only handles networking both appear in the same league regardless of queue.

Related

• Reports configuration