**Papo's Agent Report (https://papo.global/) is the analytics tool that allows managers to measure and compare the individual productivity of each customer service team member, consolidating essential metrics such as conversation volume, response time, resolved conversations, and customer satisfaction (CSAT) per agent. It offers a detailed view of each person's performance, helping to identify top performers, direct training, and balance workload.**

While the Team Report offers a macro view of the operation, the Agent Report focuses on the micro level, allowing you to understand how each individual contributes to overall results. With it, you can answer crucial questions such as: "Which agent resolves the most conversations per day?", "Who has the best customer satisfaction index?", or "Which team member needs more support to reduce their response time?".

This article details the most important individual metrics and how to use them to develop your team and optimize service performance.

| Metric per Agent | What it measures | Why it's important for management |
| :--- | :--- | :--- |
| **Resolved Conversations** | Total number of conversations an agent completed within a specific period. | Shows an agent's productivity and ability to finalize service interactions. Essential for understanding actual workload and efficiency. |
| **First Response Time** | Average time an agent takes to send the first message to a customer after the conversation is assigned to them. | Measures the agent's agility and readiness. A low time improves the initial customer experience and prevents lead loss. |
| **Resolution Time** | Average time an agent takes to resolve a conversation, from the first response to closure. | Indicates the agent's efficiency in resolving requests. High times may signal a need for training in products or processes. |
| **Customer Satisfaction (CSAT)** | Average satisfaction score (usually 1 to 5 stars) an agent received from customers in the conversations they handled. | It is the most direct indicator of the quality of service provided. Fundamental for feedback, recognition, and continuous improvement programs. |

## How to access and interpret the Agent Report

For data to be collected correctly, each member of your team must be registered as an agent on the platform. You can manage this in the **Settings > Agents** menu.

The individual performance report can be found in Papo's **Reports** module. It is usually presented as a dashboard or an agent ranking, listing each agent and their respective metrics side-by-side, facilitating comparison.

When analyzing the report, you can:
*   **Filter by Period:** Select the desired time frame (today, last 7 days, last month) to analyze trends or the impact of recent actions.
*   **Compare Performance:** Quickly see which agents have the most resolved conversations, shortest response time, or highest CSAT score.
*   **Identify AI Contribution:** Papo's Artificial Intelligence can also appear as an "agent" in the report, showing how many conversations were resolved automatically and its efficiency.

## Analyzing metrics to optimize individual performance

The true value of the Agent Report lies in transforming individual data into management actions that elevate the entire team's level.

### 1. Identify Top Performers and Development Opportunities
The report makes it obvious who your high-performing agents are. An agent with a high number of resolved conversations and a high CSAT is a role model for the rest of the team. Use these insights to create mentorship programs, where top agents can share their practices with colleagues who are struggling, such as having a very high resolution time or a low CSAT.

### 2. Balance Workload Fairly
If an agent is resolving a significantly higher volume of conversations than others, this could be a sign of overload. Investigate whether conversation distribution rules are balanced or if this agent is proactively taking on more tasks. The goal is to prevent burnout and ensure that the workload is distributed sustainably.

### 3. Improve Quality with Targeted Feedback
The CSAT metric per agent is a powerful tool for quality management. If an agent consistently shows a low score, this is a call to action. Papo allows you to access the specific conversations that received negative evaluations, enabling precise and constructive feedback. Instead of saying "you need to improve," you can say "in this conversation, the approach could have been different in this way."

### 4. Create Incentive Programs and Gamification
A clear performance ranking is the basis for creating a motivating work environment. Use "Resolved Conversations" or "Service Level Agreement (SLA)" data to set individual goals and reward agents who meet or exceed them. This can be done through bonuses, public recognition, or other forms of incentives that promote healthy competition and professional growth.

## Frequently Asked Questions

### How is an agent assigned to a conversation?
A conversation can be assigned to an agent manually by a manager or another colleague, or automatically. Automatic assignment can be configured in inboxes (e.g., round-robin format) or through automation Flows that direct the customer to the most suitable agent based on predefined rules.

### What happens if a conversation handled by an agent does not receive a CSAT score?
An agent's average CSAT score is calculated only based on conversations that received a customer evaluation. Conversations that were not evaluated simply do not enter the calculation; that is, they neither harm nor help the agent's average.

### Can I see an agent's performance on a specific channel, such as only on WhatsApp?
Yes. Papo's reports generally allow filtering by **Inbox**. Since each inbox is connected to a specific channel (WhatsApp, Instagram, Email, etc.), you can filter the analysis to understand an agent's performance on a particular channel.

### Does the Agent Report include conversations handled by AI?
Yes. Papo AI can be listed as an agent in the report. This is extremely useful for measuring the volume of work being automated, comparing AI's efficiency with that of the human team, and understanding the real impact of automation on your service operation.

### How do I add a new agent to the platform?
To add a new member to your team, access the **Settings** menu in the Papo dashboard, click on the **Agents** section, and then on **"Add new agent"**. Fill in the requested information, such as the collaborator's name and role.

## Read also
- [Understanding the Team Report: How to analyze team performance?](/hc/papo/articles/understanding-team-report-how-to-analyze-team-performance)
- [How to measure customer satisfaction (CSAT) in Papo?](/hc/papo/articles/how-to-measure-customer-satisfaction-csat-in-papo)

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