See how an agent, team or channel is doing
Last updated: 14 October 2026 · 4 min read
You see how the agents are doing on the “Team” page, and one agent on their own page. There is no separate page for a channel, inbox, label or team: every report page narrows to them with the filters at the top.
Steps
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1
Team
In the left menu, open Reports › Team. At the top are the team's totals against the period before. “Leaders” shows the top 10 agents by resolved conversations, first reply, CSAT and replies. The “Agents” table has each agent's time online, open conversations, replies, resolved conversations, median first reply, reopen rate, CSAT and SLA misses. Click a column header to sort by it.
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2
One agent
Click an agent's name in the table or the chart. Their page has the same numbers day by day, an hour map and their latest conversations.
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3
Channel, inbox, label, team
“Conversations”, “Responses”, “Resolutions” and the other pages have “Channel”, “Inbox”, “Team”, “Agent” and “Label” filters at the top. For example, to see one channel's first reply time, choose that inbox on the “Responses” page.
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4
The agent themselves
An agent does not see the “Team” page. Their menu has “My numbers”: their replies, the conversations they resolved, their time online and their workload.