**To interpret Papo's Agents Report (https://papo.global/) and measure response time, go to the Reports module and open the Agents section. There you'll find metrics such as average response time, first response time, resolved conversations, and SLA, allowing you to identify bottlenecks, compare agents, and improve service agility.**

Measuring the performance of your customer service team requires looking beyond conversation volume. The time each agent takes to respond has a direct impact on customer satisfaction and sales conversion. Papo's Agents Report consolidates these indicators in one place, with period filters and rankings that make it easier to read and make decisions.

## Summary of Agents Report metrics

| Metric | What it measures | How to use it to improve performance |
| :--- | :--- | :--- |
| **Average response time** | Average time an agent takes to send the first response to a new conversation | Compare agents with each other, identify overload, and redistribute demands |
| **First response time** | Time until first contact with the customer after the conversation is opened | Ensure no customer is left waiting without a reply; reduce it with automations or AI |
| **Resolved conversations** | Number of conversations an agent completed in the period | Measure individual and team productivity; recognize good performance |
| **SLA (Service Level Agreement)** | Percentage of interactions handled within the expected response time | Monitor goal compliance by agent or team; trigger training when below expectations |

## How to access and read the Agents Report

The Agents Report is part of Papo's Reports module, the central hub for operation metrics. To interpret response time data, follow this path:

1. In the side menu, click **Reports**.
2. Apply the desired period filter — typical options include **Today**, **Last 7 days**, and **Last 30 days**.
3. Open the **Agents Report**, which shows the individual performance ranking.
4. Look at the **Resolved conversations** and **SLA** columns to see who is meeting goals.
5. Analyze the time metrics per agent: **average response time** indicates each attendant's initial agility.
6. Compare numbers across different periods to detect trends or sudden declines.

Period filters are essential. An average time that seems acceptable over the last 30 days can hide slowdown peaks on specific days. Adjust the analysis window to investigate higher-volume days, such as Mondays or after marketing campaigns.

## What time metrics reveal about the team

### High or rising average response time

An increase in average response time generally indicates team overload, failures in conversation distribution, or inefficient processes. If an agent's average is much higher than their colleagues', they may have more conversations assigned or need training. Using Papo's AI to provide the first response, greet the customer, and perform initial triage can drastically reduce this time, ensuring no contact is left without a reply.

### First response time and SLA

SLA shows the percentage of interactions answered within the agreed deadline. If an agent's or team's SLA is below expectations, first response time is probably high. Compare SLA with average response time to confirm whether the slowdown is concentrated at the beginning of the conversation or spread throughout the service.

### Differences between agents

The Agents Report ranking makes it easy to quickly identify top performers and those who may need support. Agents with many resolved conversations and good response time can share best practices with the rest of the team. Those with high average time and low SLA deserve individual attention.

## Who this report is most useful for

The Agents Report makes the most sense for:

- Supervisors and customer service managers who need to track SLA goals.
- Operations with a high volume of messages on WhatsApp, Instagram, or other connected channels.
- Teams that want to reduce response time without increasing the number of agents.
- Leaders who evaluate individual productivity fairly and based on data.

If your operation doesn't use automations yet, the report also helps justify implementing quick replies, chatbots, or AI agents to absorb the first interactions and free up the human team for complex cases.

## Frequently asked questions

### What does average response time mean in the Agents Report?

It is the average time an agent takes to send the first response to a new conversation. It measures the initial agility of service and is one of the main indicators of customer satisfaction.

### What is the difference between average response time and first response time?

In practice, average response time in the Agents Report refers to the time until the agent's first message in a conversation. First response time, when displayed in conversation reports, follows the same principle of first contact after the conversation is opened. Both indicators point to initial agility, but they may be in different sections of the Reports module.

### How does SLA appear in the Agents Report?

SLA appears as a percentage of interactions handled within the expected response time. Each agent has their own percentage displayed in the ranking, allowing you to compare goal compliance individually.

### Can I filter the report by team?

Yes. Papo lets you organize agents into teams. In the Reports module, you can apply filters to view performance metrics consolidated by team, in addition to the individual view by agent.

### How often should I analyze these times?

A weekly analysis is recommended, or at least every 7 days, using the corresponding period filter. For very dynamic operations, daily analysis may be necessary to act quickly during demand peaks.

### Does the Agents Report also show customer satisfaction?

Yes. In addition to time metrics, Papo's Reports module displays CSAT results, with scores from 1 to 5 and a list of recent responses linked to the agent and the conversation. This allows you to cross-reference agility with perceived quality.

## Read also

- [How to create an automation to send a CSAT survey at the end of each service](/hc/papo/articles/how-to-create-automation-send-csat-survey-after-each-service)
- [How to add and manage your team members in Papo?](/hc/papo/articles/how-to-add-manage-team-members-papo)

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