Check agent performance
To see agent performance, sign in as the Assignment User, open Assignments and click the Reports tab. Choose the date, the agents or group and the period, then click Search. The report shows each agent's assignments, notes, replied, closed, open, pending work, tagged and total counts. Click an agent to see the detail.
For: Assignment userWeb● Unique to XgenPlus
How to check agent performance
- Sign in as the Assignment User and open Assignments.
- Click the Reports tab.
- Choose the Mail from date, the agents or group, and the period (Today, Yesterday or Month).
- Click Search.
- Click an agent's name to see their conversations.
When to use it
A BPO supervisor in Pune compares each agent's replied and pending counts for the day and moves work from the busiest agent to the quietest.
Options
| Option | What it does |
|---|---|
| Mail from | The date the report starts from. |
| Report for agent(s) | All Agents, All in above group for a group, or one agent. |
| Period | Today, Yesterday or Month. |
| Search | Runs the report. |
Report columns
| Column | Counts |
|---|---|
| Assignments | Conversations assigned to the agent. |
| Notes | Notes the agent added. |
| Replied | Conversations the agent replied to. |
| Closed | Conversations the agent closed. |
| Open | Conversations still open. |
| Pending Work | Conversations waiting for the agent. |
| Tagged | Conversations the agent tagged. |
| Total | All of the agent's conversations. |
| Maximum Emails from | Where most of the agent's mail came from. |
Good to know
- Only the Assignment User sees the Reports tab.
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Updated 2026-10-28