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Tracking Agent Performance

OneDesk provides various tools to monitor and track team performance or workload. Ensure that agents are providing exceptional support and that tasks and projects are on track. 

There are several methods to monitor performance:

  • Analytics application
  • Reports
  • Chart widget
  • Custom views

The analytics application has many charts and graphs to monitor ticket and task progress,  hours worked, and more. The reports tab in the analytics app allows you to create, save, and schedule reports to be emailed to your inbox with updates on the performance and work efficiency of your team members. You can use the chart widget (top of the tickets/tasks app) to check workload balance, what your team is currently working on an more. You can also create custom views to better manage your team. For example, group by team or filter by items in progress. For more details on how to use each of these performance tracking tools please see the related articles. 

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