Agent Scorecard view is the place where you can:

📊 Check your weekly results in real-time

🚀 Identify your performance improvements and drops

🔍 Drill into your Metrics for detailed insights

📅 Review your daily activity and peak times

👀 What can I find in the Agent Scorecard?

1. Metrics and your results on those metrics

Some examples of popular metrics available inside the agent scorecard are:

• Zendesk Activity Metric
• Responses and Handled tickets 
• Handling Speed and Solution Quality
• Service Quality and NRR Challenging

📌 You can find the complete list of Metrics inside the Agent Scorecard, here. 

2. Drill-ins into the Metrics

With the incident drill-in feature, you can see and compare your results with the Average Team results and see the tickets or incidents that have contributed to your results. 

💡When you gain access to the platform for the first time, you will have an in-app onboarding flow to complete. We highly encourage you to go through it without skipping, as it will introduce you to the app and its features.