Reading the Agent Performance report
Updated June 14, 2026
Where to find it
Navigate to Reports → Agent Performance for a per-agent breakdown.
Performance table
A sortable table shows every agent with: Conversations, Resolved, Escalated, Resolution %, Escalation %, and Avg Confidence. Click any column header to sort. Click a row to jump to the Quality report pre-filtered for that agent.
Resolution vs Escalation chart
A side-by-side bar chart compares each agent's resolution rate against its escalation rate — making it easy to spot which agents need their confidence threshold or system prompt tuned.
CSV export
Click Export CSV to download the full agent performance table as a comma-separated file for use in spreadsheets or BI tools.