Conversations → Agents
What each agent handled, how fast they reply, and a page per agent with transfers and recent conversations.
Conversations shows how fast each agent and team replies, and how much they handle. Its Agents tab, the default, breaks the numbers down by person.
The Agents Table
Headed Agents — "What each agent handled in this range". Click a column heading to sort by it, and use Search by name to find someone.
| Column | Meaning |
|---|---|
| Agent | Name and email |
| Status | Online, Busy, Away or Offline right now |
| Messages | Messages they sent in the range, with the change against last week |
| Avg first response | Their average time to a first reply, with "N% faster than last week" or "N% slower than last week". No replies yet if they have not replied |
| Active | Tickets currently assigned to them |
| Resolved | Tickets they closed in the range |
The team filter narrows the table to one team's members. With nobody to show, it reads "No agents to show".
Below the table sit two cards shared with the Teams tab: Response time (the same chart as on Overview) and Channels — "Conversations started on each connected number or account", with each number's count and share.
Open an Agent's Page
Click an agent's row, or their name.
The agent's page opens with their avatar, status and email. The back arrow returns to Agents.
Pick a range — Today, Last 7 Days, Last 14 Days, Last 30 Days or Last 60 Days. This page has its own range; it does not use the filter bar's.
| Tile | Meaning |
|---|---|
| Messages handled | Messages they sent |
| Avg response time | Their average reply time |
| Resolution rate | Share of their tickets resolved |
| First response | "Average time to first reply" |
| Chats transferred | Tickets they "Handed to other agents" |
| Chats received | Tickets "Handed over by other agents" |
The changes on these tiles always compare the last 7 days with the 7 before, whatever range you pick, so they say "vs last week".
Under the tiles, Messages handled per day charts the replies they sent each day, and Recent conversations lists the last tickets they worked on with the Customer, Duration, Last response and Status.
PDF report downloads the page as rateup-agent-<name>-<date>.pdf.
The agents in Needs attention → Slowest first response on Overview open this same page.
Use the Numbers Fairly
Volume is not productivity. An agent handling complex escalations will show fewer messages and slower replies than one answering "what are your hours?" all day.
| Pattern | Likely meaning |
|---|---|
| One agent far slower than peers on the same shift | Workload, tooling or training |
| Everyone slower at the same hours | A rota gap — see Response time |
| Many Chats transferred | Tickets reaching them that belong elsewhere — check routing |
| High Active, low Resolved | Tickets are being touched but not finished |
- Compare people within a role, not across the whole organisation
- Response time depends on shift: someone covering quiet hours looks fast for reasons that have nothing to do with them
- Use the numbers to start a conversation, not to end one