Department : Support

Agent Activity Dashboard

Improve support efficiency by understanding agent workload and activity patterns.

The Agent Activity Dashboard helps support teams analyze agent availability, ticket handling activity, and response efforts, enabling balanced workloads, faster resolutions, and improved customer support quality.

Freshdesk Agent Activity dashboard displaying workload, resolution rates, and support performance metrics.
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TL;DR

  • How fast your team responds to customer tickets, at a glance.
  • Which agents resolve tickets quickly and where delays occur.
  • Where tickets are getting stuck, including unresolved and overdue cases.
  • How ticket volumes are trending over recent weeks and months.  
  • Which agents drive higher customer satisfaction, based on CSAT scores.

What Is an Agent Activity Dashboard?

An Agent Activity Dashboard is a support analytics view that tracks response speed, resolution efficiency, ticket status, and customer satisfaction at the agent and team level.

In Bold BI, it becomes an interactive dashboard with filters and drilldowns that helps teams understand performance trends and act quickly.

Why Agent Activity Dashboard Matters

As ticket volumes grow, support leaders need clear visibility into how work is distributed and handled. 

Without agent-level visibility: 

  • Bottlenecks and overdue tickets go unnoticed.
  • High-performing agents aren’t recognized.
  • Customer satisfaction risks increase.

Bold BI centralizes agent activity metrics, so leaders can monitor efficiency, identify risks early, and support agents with the right priorities. 

What You’ll Track

  • Response & resolution efficiency: Monitor average response time and agent-wise average resolution time to evaluate service speed.
  • Ticket status distribution: Track resolved, unresolved, and overdue tickets to understand workload and backlog risk.
  • Agent & group workload: Analyze tickets by agent, group, and status to balance assignments and identify pressure points.
  • Customer satisfaction insights: Review satisfaction scores by agent to connect service quality with customer feedback.

All dashboards are fully customizable, allowing you to add KPIs or metrics as needed.

How It Works

  • Connect your support ticket data from sources such as Excel or SQL databases.
  • Apply the Agent Activity dashboard sample.
  • Review agent performance and ticket trends.
  • Filter by date or agent for focused analysis.
  • Share dashboards with managers or embed internally.

Why Bold BI Is the Right Fit for Agent Activity Analytics

Compare Options (at a glance)

 Feature Bold BI System Default Reports Spreadsheets
Agent activity & workload tracking Yes  Limited  Manual
Productivity & performance metrics Yes Limited Manual
Time utilization & idle time analysis Yes Limited Manual
Interactive filtering & drilldowns Yes Limited No
Shareable, manager-ready dashboards Yes Limited No

Frequently Asked Questions

Yes. The dashboard shows agent-wise resolution times for clear performance comparison.
Yes. Ticket status visuals make it easy to spot overdue and pending issues.
Absolutely. Tickets by agents and group help balance assignments effectively.
Yes. Bold BI supports secure token-based embedding for internal portals and applications.
Yes. Satisfaction survey views connect customer feedback to individual agents.
Yes. Built-in filters allow focused analysis by time period or specific agents.

More Articles About Agent Activity Dashboard

Compare Options (at a glance)

 Feature Bold BI System Default Reports Spreadsheets
Agent activity & workload tracking Yes  Limited  Manual
Productivity & performance metrics Yes Limited Manual
Time utilization & idle time analysis Yes Limited Manual
Interactive filtering & drilldowns Yes Limited No
Shareable, manager-ready dashboards Yes Limited No

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I appreciate Bold BI for making it easier to provide reporting for our customers, allowing both our analysts and customers to easily build and publish reports. The ability to build dashboards and modify queries for specific outcomes is very user-friendly. I value the mobile readiness of the app and its integration capabilities with API structures. The addition of AI features is impressive. The economic pricing model and the effective partnership, which includes consistent and helpful support, make it an invaluable tool for our OEM model.

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The support from Bold is unmatched. They do not charge extra for support and it is excellent anyway. All our tickets and questions are quickly answered with authoritative and precise guidance. This is important at the product is complex, powerful and mature. To get the most out of the tool, the level of support they provide is essential.

Murph M.

It was easy to implement data visualizations into our product. The standard widgets allowed us to build professional looking dashboards, and a robust API provided excellent control of the development and runtime process from within our application.

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Frequently Asked Questions

Yes. The dashboard shows agent-wise resolution times for clear performance comparison.
Yes. Ticket status visuals make it easy to spot overdue and pending issues.
Absolutely. Tickets by agents and group help balance assignments effectively.
Yes. Bold BI supports secure token-based embedding for internal portals and applications.
Yes. Satisfaction survey views connect customer feedback to individual agents.
Yes. Built-in filters allow focused analysis by time period or specific agents.
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