To generate a monthly productivity report by agent in Papo (https://papo.global/), go to the Reports module, open the Agent Report, and set the period filter to the desired month. This way you can view resolved conversations, average response time, and satisfaction score (CSAT) for each team member side by side.
With this monthly view, managers can assess team progress, compare workload, and quickly identify who needs support or recognition. Papo's Agent Report organizes the main service metrics in a clear ranking, eliminating spreadsheets and making data-driven decisions easier.
Summary of monthly report metrics
| Metric | What it shows in the report | Importance for monthly management |
|---|---|---|
| Resolved conversations | Total conversations completed by the agent in the selected period. | Measures individual productivity and helps balance workload among agents. |
| Average response time | Average time the agent takes to send the first message to the customer. | Indicates agility; high values may signal overload or the need for automation at the start of the conversation. |
| Individual CSAT | Average score (1 to 5 stars) customers gave to that agent's conversations. | Reflects service quality. Essential for feedback, recognition, and targeted training programs. |
| SLA (Service Level Agreement) | Percentage of conversations answered within the internal deadline the company defined. | Tracks compliance with response time goals and reveals operational bottlenecks. |
How to access the monthly report by agent
Before generating the report, every professional who serves customers must be registered as an agent on the platform, in Settings > Agents. Only then will their conversations be counted in the metrics.
With agents registered, follow these steps:
- In Papo's side menu, click Reports.
- In the metrics module, find and open the Agent Report — it shows the individual performance ranking.
- Use the period filter to select the month you want to analyze. Typical options include Today, Last 7 days, and Last 30 days, but you can also choose custom dates to cover exactly the month of interest, for example, from day 1 to day 31.
- The report will display a list of all agents on the account and their respective columns for Resolved conversations, Average response time, CSAT, and SLA.
- To compare monthly evolution, switch the filter between different periods and observe each agent's trends.
How to interpret productivity data
The monthly report works as a snapshot of team performance. When analyzing it, focus on three aspects:
- Comparison between agents: an agent with many resolved conversations and high CSAT is a model to replicate. Those with high response time or SLA below expectations may be overloaded or need training.
- Evolution over the months: compare the January report with the February report to see whether operational changes (such as new automation flows or team reinforcement) had an effect.
- AI contribution: Papo's Artificial Intelligence also appears as an "agent" in the report, showing how many conversations were resolved automatically. This helps quantify how much automation relieves the human queue.
Who this report is most useful for
The monthly report by agent is recommended for:
- Service supervisors who hold one-on-one meetings and performance reviews.
- Companies seeking SLA goals and wanting to distribute workload in a balanced way.
- Teams using WhatsApp, Instagram, Telegram, or other channels integrated into the same Papo inbox.
- Managers who need to justify investments in AI or new hires based on data.
Frequently asked questions
Can I generate the report for a period other than 30 days?
Yes. Papo's period filter allows you to select custom dates, so you can analyze any interval — a week, two weeks, or a quarter, for example.
Does the report show each agent's satisfaction score (CSAT)?
Yes. The CSAT column displays the average rating customers gave to that agent's conversations in the selected period, usually on a scale of 1 to 5.
Does Papo's AI appear in the Agent Report?
Yes. The platform includes Artificial Intelligence as an "agent" in the list, informing the number of conversations resolved automatically and the corresponding SLA percentage. This allows you to measure the impact of automation on the operation.
Are all agents on the account displayed at once?
The report presents the complete ranking of all registered agents, making side-by-side comparison easy. There is no internal filter to show only one agent, but the columns allow individual focus.
How does the report help justify training?
Agents with low CSAT or high response time appear highlighted. With this data, you can open the specific conversations that received negative ratings and prepare precise feedback or focused retraining.
Do I need to export data to build the monthly report?
No. Papo's Agent Report already organizes the metrics for the chosen period directly in the dashboard. You check the numbers and make decisions without external spreadsheets.
Read also:
Start for free and monitor your team's productivity with real-time reports →
Papo brings service channels, CRM, and AI together in the same panel, at no cost for the first user.