Agent Performance: KPIs, Workload, and QA Visibility

ShuttlePro Agent Performance helps managers see how support work is distributed across agents, queues, conversations, and tickets. Managers can review how many customer queries each agent has handled, how many are still pending, and how many have been resolved.

This visibility helps support leaders identify overloaded agents, inactive queues, delayed follow-ups, and workload spikes during campaigns, sale days, or high-volume support periods. Instead of relying on manual updates, managers can monitor daily support activity from one system and take action where needed.

ShuttlePro allows managers to define and track KPIs according to their team’s support process. These KPIs can include check-in time, check-out time, break time, response time, initial response time, average resolution time, inter-reply time, ticket handling, and conversation activity.

Once KPI rules are configured, managers can generate reports to review agent performance, workload, attendance behavior, response quality, and follow-up efficiency. This makes performance tracking more practical because each business can decide which metrics matter most for its support operations.

Agent Performance is connected with real activity inside ShuttlePro’s Unified Inbox and Ticketing workflows. This means managers can review agent performance based on actual conversations, assigned queries, complaint tickets, pending work, resolved cases, and follow-up activity.

When conversations are assigned through the inbox or when complaint tickets are created, managers can see who handled the issue, how long it took to respond, whether the ticket was resolved, and whether any follow-up is still pending. This connects agent activity directly with measurable support outcomes.

ShuttlePro helps supervisors review support quality by connecting conversations, tickets, agent activity, KPI reports, and audit history in one workflow. Managers can check response behavior, resolution time, ticket handling, internal comments, escalations, and follow-up quality.

This gives supervisors real examples for coaching instead of giving general feedback. For example, if an agent has slow initial response time, delayed inter-reply time, or too many pending tickets, the manager can identify the issue and guide the agent using actual support data.

During sale days, product launches, campaigns, or seasonal spikes, support teams often face sudden increases in messages, order status queries, complaints, and delivery issues. ShuttlePro Agent Performance helps managers monitor how many queries each agent is handling, how many are pending, and how many have been resolved.

Managers can use this visibility to redistribute conversations, review pending complaint tickets, track workload across queues, and identify agents who need support. This helps teams maintain faster responses and better follow-up control during high-pressure support periods.

ShuttlePro’s Audit Trail supports Agent Performance by showing what happened during important support actions, ticket updates, handoffs, ownership changes, replies, internal comments, and escalations. Managers can also see activity such as who viewed a complaint ticket, who updated it, and how the issue moved through the support workflow.

When used together, Agent Performance and Audit Trail help teams improve accountability. Managers can understand who handled a conversation or ticket, what actions were taken, how long follow-ups took, and where coaching or process improvement is needed.