Configurable Table Widget: Agents Table

The Configurable Table is an enterprise-only feature in Qvasa that allows you to display detailed, customizable data tables. The Agents Table is the first available option, providing real-time insights into agent performance metrics.

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What is the Agents Table?

The Agents Table widget is a customizable, sortable table designed to provide granular data on agent-related metrics. It helps organizations monitor and analyze agent performance in real-time, empowering support managers to identify trends, optimize workflows, and drive efficiency.

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Key Features of the Agents Table

Customizable Columns

The Agents Table can display any agent level metrics. In order to add columns, make sure you are in Edit mode on the dashboard, click on the Configure Columns icon in the top right of the widget.

From there you will get a list of all the columns available on the table. Check the boxes of the metrics you want to add and hit Apply.

Available Metric Columns:

Widget Name	Description
Solved Tickets By Agent	A solved ticket is a ticket solved while the agent was assigned to the ticket. Only one agent can get a solve per ticket as only one person can be assigned to a ticket at a time. This metric counts the number of solved tickets by agent in a time period.
Ticket Assignments That Did Not Result In A Solve By Agent	This finds tickets associated with agents that were assigned to tickets but the ticket was not solved while the agent was assigned to the ticket. It only counts the assignment if the agent has been unassigned from the ticket and does not count open assignments.
Ticket Assignments By Agent	This metric takes into considering all assignments that have ended in a time period. If an agent is no longer assigned to a ticket that they previously were assigned to it will show up here or the ticket is finished and the agent was assigned to the ticket last.
Solved Ticket Percentages By Agent	Percentage of ticket assignments that resulted in a solved ticket by agent scoped to a time period. A solved ticket is credited to the agent if the ticket moves into the solved state while the agent is assigned. If an agent is no longer assigned to a ticket and the ticket did not move into the solved state while they were assigned, it will count against them. Open tickets on open assignments are not included here.
Open Ticket Assignments By Agent	Open assignments at the current date or the selected date. Only one person can have an open assignment on a ticket at a time. An assignment is open if the person is assigned to the ticket and the ticket is not currently closed or was not closed at the time of the selected date.
Unique Tickets Commented By Agent	Unique ticket count of tickets where the agent made a public or private comment on a ticket. This does not double count tickets where the agent made multiple comments. This is an activity metric to see how many tickets the agent has interacted with.
Unique Tickets Messaged By Agent	Unique ticket count of tickets where the agent had a messaging exchange with an end user that qualifies as at least one end user message and one agent response. This does not double count tickets. This is an activity metric to see how many tickets with customers the agent has interacted with.
Unique Tickets Worked By Agent	Unique ticket count of tickets where the agent has done some measurable unit of work. This does not double count tickets. This is an activity metric to see how many tickets the agent has worked. This includes comments and messages together.
CSAT Score For Assignments By Agent	CSAT score attributed to agents if the agent was ever assigned to the ticket at any point.
Positive CSAT Response Count For Assignments By Agent	Count of positive CSAT responses attributed to agents if the agent was ever assigned to the ticket at any point.
Negative CSAT Response Count For Assignments By Agent	Count of negative CSAT responses attributed to agents if the agent was ever assigned to the ticket at any point.
CSAT Score For Solves By Agent	CSAT score attributed to agents only on tickets where the agent solved the ticket.
Positive CSAT Response Count For Solves By Agent	Count of positive CSAT responses attributed to agents only on tickets where the agent solved the ticket.
Negative CSAT Response Count For Solves By Agent	Count of negative CSAT responses attributed to agents only on tickets where the agent solved the ticket.
Inferred CSAT Score For Solves By Agent	Inferred CSAT score attributed to agents only on tickets where the agent solved the ticket. Inferred CSAT is an AI workflow which can be enabled at the account level.
Inferred CSAT Score For Assignments By Agent	Inferred CSAT score attributed to agents if the agent was ever assigned to the ticket. Inferred CSAT is an AI workflow which can be enabled at the account level.
Inferred CSAT Dissatisfied Response Count For Solves By Agent	Count of inferred dissatisfied CSAT AI responses attributed to agents only on tickets where the agent solved the ticket. Inferred CSAT is an AI workflow which can be enabled at the account level.
Zendesk Message Counts By Agent In Time Range	Count of the number of live zendesk messages sent by each agent in a time range.
Zendesk Ended Chat Counts By Agent In Time Range	Count of the number of live zendesk ended chats grouped by each agent in a time range. For this metric. The 'ended' time is when the user disconnects from the chat which happens after the user sends their last message.
Zendesk Open Chat Counts By Agent Live	Live metric. Count of open live chats by agent.
Zendesk Messaging Avg Agent Reply Time By Agent	Average time from the end user message to the agent reply message for all messages in a chat for all closed chats in a time period grouped by agent.
Zendesk Messaging Median Avg Agent Reply Time By Agent	Each chat has an average reply time by the agent on it. This is the median of the average reply times on those chats. Reply time is the time from the end user message to the agent reply message for all messages in a chat for all closed chats in a time period grouped by agent.
Zendesk Messaging Median Agent Reply Time By Agent	Each chat has an median reply time by the agent on it. This is the median of the median reply times on those chats. Reply time is the time from the end user message to the agent reply message for all messages in a chat for all closed chats in a time period grouped by agent.
Zendesk Public Ticket Comments By Agent	Count of number of public ticket comments made by agents grouped by agent in a time range.
Zendesk Comments Avg Reply Time By Agent	Average reply time grouped by agent in a time range. This averages out the time between every end user comment to the next agent comment. By default, this only includes tickets where the agent made 2 or more public comments.
Zendesk Comments Median Avg Reply Time By Agent	For each ticket, there is an average reply time by an agent. This is the median of all of those average reply times. Reply time is the time between every end user comment to the next public agent comment. By default, this only includes tickets where the agent made 2 or more public comments.
Zendesk Comments Median Reply Time By Agent	For each ticket, there is a series of replies by an agent that has its own median reply time. This is the median of all of those median reply times on each ticket. Reply time is the time between every end user comment to the next public agent comment. By default, this only includes tickets where the agent made 2 or more public comments.
Zendesk Comments Avg First Touch Time After Assignment By Agent	Average first touch time grouped by agent after assignment in a time range. This averages out the time from assignment to the first touch by agent.
Zendesk Comments Median First Touch Time After Assignment By Agent	Median first touch time grouped by agent after assignment in a time range. This measures the time from assignment to the first touch by agent and takes a set of those and returns the median.
Zendesk Ticket Avg Times Assigned Per Ticket By Agent	Average Count of Reassignments on Ticket by Agent.
Zendesk Ticket Avg Public Agent Ticket Comment Count	Average Public Agent Ticket Comment Count.
Avg Time In Open Status By Agent	Average time a ticket spends in the open status for a specific agent by agent in a time range. A ticket my spend more time in the open status across multiple agents but this is scoped by agent.
Zendesk Messaging Chats Avg Duration By Agent	Average duration in minutes of finished live chats in a period of time grouped by agent. This is calculated based on when the end user leaves the chat leveraging the 'ChatLeave' event in Zendesk.
Zendesk Talk Ongoing Calls By Agent	Live metric. Count of open phone calls by agent.
Zendesk Talk Finished Calls By Agent	Live metric. Count of finished phone calls by agent.
Zendesk Talk Avg Call Duration By Agent	Average duration in minutes of finished phone calls in a period of time grouped by agent.

 

Rearranging Columns

To rearrange your columns you can use the up and down arrows to the left of each metric in the Configure Columns view. 

Sortable and Filterable

• Sortable Columns: Rearrange and sort data by any column to focus on specific metrics.
  • Click on the diamond icon to sort the table by a column

• Filters: Apply filters to narrow down results by agent, time range, or ticket attributes.

CSV Export

The table data can be exported in CSV format, allowing you to perform offline analysis or share insights with your team.

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How to Use the Agents Table

Adding the Widget

1. Navigate to the Dynamic Dashboards section in Qvasa.
2. Go to Edit mode and click Add Widget and select the Configurable Table widget type and select the Agents Table.

Customizing the Table

1. In the Configure Columns panel:

   • Choose the metrics (columns) to display.
2. Apply sorting preferences for specific metrics.
3. Set filters such as agent groups, time range, or ticket attributes.

Interpreting the Data

• The table updates in real-time, reflecting the latest agent activities.
• Use sortable columns to quickly identify top-performing or underperforming agents.
• Combine with other widgets on your dashboard for a comprehensive view of your support operations.

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Use Cases for the Agents Table

1. Performance Monitoring

Identify top-performing agents by metrics like Solve Rate, CSAT (Solved Tickets), and Tickets Worked.

2. Bottleneck Detection

Track metrics like Not Solved by Agent and Open Assignments to detect bottlenecks in ticket handling.

3. Data-Driven Coaching

Use metrics like Avg Reply Time or Avg First Touch Time to identify coaching opportunities for agents.

4. Reporting

Export the table to CSV and share with stakeholders for transparency on agent performance.

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Getting Started

The Agents Table is available to enterprise users only. If you’re on the free plan and would like to upgrade, book a call with us.

For assistance with setup or customization, please contact Qvasa support.