Tracking Agent Performance and the Leaderboard

Agent Performance

Helpium provides detailed performance metrics for each agent, accessible from Analytics → Agents and the Leaderboard section.

Leaderboard

The Leaderboard (Leaderboard in the sidebar) shows a ranked list of agents based on:

• Total conversations handled
• Average response time
• Average resolution time
• Customer satisfaction rating
• Total messages sent

Use the date range filter to compare agent performance over different periods.

Agent Details

Click on any agent in the Analytics agents view to see their detailed metrics:

• Conversations handled: Total number of conversations assigned
• Response time: Average time to first reply
• Resolution time: Average time to resolve conversations
• Customer satisfaction: Average satisfaction rating
• Messages handled: Total message count
• Performance trends: How metrics change over time

Using Performance Data

Performance metrics help you:

• Identify top performers and share their best practices
• Spot bottlenecks: High response times may indicate overloaded agents
• Balance workload: Distribute conversations more evenly across the team
• Track improvement: Monitor how training and process changes affect performance