Agent leaderboard
Per-agent conversations handled, AI-handled percent, first-response time, CSAT, and mentions. Use it for one-on-ones and load balancing.
Agent leaderboard
The leaderboard is a per-agent view of the same numbers /analytics tracks at the team level. It's built for two jobs: weekly load balancing and one-on-ones.
It is not a stack rank. The columns matter more than the order.
Where it lives
/analytics → scroll past the KPI tiles, charts, and CSAT/NPS cards → the agent leaderboard is at the bottom. Click any agent's row to open a drill-down focused on just that agent's activity in the same period.
The same 7d / 14d / 30d / 90d period selector at the top of the page drives the leaderboard.
The columns
Each row shows the agent and a few numbers for the period:
- Conversations handled — every conversation the agent sent at least one outbound reply on. An agent can appear on the list for a conversation they didn't own, if they replied as a teammate.
- Median first response — the agent's median time-to-first-reply across the conversations they handled.
- CSAT — average CSAT score on conversations the agent handled, with the underlying response count alongside (a 4.6 with 50 responses is more meaningful than a 4.9 with 5).
- AI assist activity — context on how often the agent edited or sent AI-drafted replies versus writing from scratch.
Per-agent drill-down
Click any agent's row to open the drill-down: the same KPI tiles and charts you saw at the team level, but scoped to just that agent's conversations in the period.
This is the surface to use for one-on-ones. Open the leaderboard, click the agent, walk through their numbers together.
How to use it for load balancing
Look at conversations handled and median first response together:
- High volume + fast response. This agent is your reliable workhorse. Protect their time.
- Low volume + fast response. This agent is underloaded or specializes in fast triage. Worth a conversation.
- High volume + slow response. This agent is drowning. Reassign or reroute.
- Low volume + slow response. This agent is on hard tickets, on PTO, or struggling. Context matters — open the drill-down.
How to use it for one-on-ones
Open the per-agent drill-down with a 30-day window. Walk through:
- Volume trend versus the prior 30 days.
- AI assist activity. Lower than team average? Ask why they edit so many drafts.
- First-response time. Higher than team average? What's in their queue?
- CSAT and a quick scroll through any low-score conversations.
This is a 15-minute conversation with real numbers, not a vibe check.
Permissions
Owners and Admins see the full leaderboard. Agents see their own row only. See Roles explained.
What it does not measure
The leaderboard does not measure:
- Quality of writing. Read the conversations themselves.
- Depth of solution. A 30-second canned reply and a 30-minute investigation both count as one conversation.
- Customer effort. A conversation that took 4 messages back and forth shows the same as a one-message resolution. CSAT is your signal there.
Treat the leaderboard as the dashboard, not the verdict.
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