Objective

Review one agent’s results and timeline to identify a specific coaching or planning opportunity.

Environment

  • You can access the relevant performance view in Reporting.
  • The agent is staffable, linked to a Zendesk identity, and within your access scope.

Resolution

  1. Open Reporting and select My Performance if your reporting scope offers the agent selector. Otherwise, use KPI Scorecard and filter to the agent.
  2. Choose the agent and reporting period. Confirm the timezone and applicable KPI model before comparing periods.
  3. Read the underlying metrics and goal comparisons alongside the overall score. Review trends and day-level detail for the measure you want to discuss.
    My Performance combines the selected agent’s KPI summary, trends, and rated-ticket detail. Agent names and ticket IDs are anonymized; sample customer feedback replaces original comments.
  4. Check for incomplete source data before interpreting a blank value. Published schedules and tracked states are needed for adherence and worked hours; ticket data and configured KPI targets are needed for other measures.
    Note: Missing is not zero

    Check the source data before treating an empty performance measure as a poor result.

  5. Compare the result with a relevant prior period or team context, then record the specific observation for your follow-up.

In My Performance, All agents (average) is an optional summary. It averages some counts per agent but pools percentage measures, so it should not be treated as one agent’s timeline.