Agent performance
Track individual agent performance on the Agents section of Advanced Reporting.
Agent Performance

Open

The number of tickets with an open status assigned to the selected agent at the end of the time period.

Pending

The number of tickets with a pending status assigned to the selected agent at the end of the time period.

Closed

For the selected agent, the number of tickets that the agent moved into a closed status at some point during the selected time period, and that remained in the closed status by the end of the time period. If a ticket is opened and closed multiple times over the given time period, only the "final" close is counted.

Messages

The total number of emails, or messages, sent by the agent for this time period.
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