The Configurable Table is an enterprise-only feature in Qvasa that allows you to display detailed, customizable data tables. The Agents Table is the first available option, providing real-time insights into agent performance metrics.
What is the Agents Table?
The Agents Table widget is a customizable, sortable table designed to provide granular data on agent-related metrics. It helps organizations monitor and analyze agent performance in real-time, empowering support managers to identify trends, optimize workflows, and drive efficiency.
Key Features of the Agents Table
Customizable Columns
The Agents Table can display any agent level metrics. In order to add columns, make sure you are in Edit mode on the dashboard, click on the Configure Columns icon in the top right of the widget.
From there you will get a list of all the columns available on the table. Check the boxes of the metrics you want to add and hit Apply.
Column Reference:
Core Identity
Column Identifier | Description |
Agent email. Falls back to | |
Name | Agent display name. |
Zendesk User Identifier | Zendesk User ID for the agent. |
Live Status (visible if enabled on your account)
Column Identifier | Description |
Messaging Status | Current messaging status (live; side-loaded). |
Support Status | Current ticketing/email status (live; side-loaded). |
Talk Status | Current voice status (live; side-loaded). |
Unified Agent Status | Unified status (live; side-loaded). Shown only if the Zendesk agent-status webhook is enabled. |
Available Metric Columns (Agents Table)
Column Name | Description |
Solved Tickets By Agent | A solved ticket is a ticket solved while the agent was assigned to the ticket. Only one agent can get a solve per ticket as only one person can be assigned to a ticket at a time. This metric counts the number of solved tickets by agent in a time period. |
Ticket Assignments That Did Not Result In A Solve By Agent | This finds tickets associated with agents that were assigned to tickets but the ticket was not solved while the agent was assigned to the ticket. It only counts the assignment if the agent has been unassigned from the ticket and does not count open assignments. |
Ticket Assignments By Agent | This returns all ended ticket assignments by agent. This does not count currently open assignments. If an agent is no longer assigned to a ticket that they previously were assigned to it will show up here or the ticket is closed and the agent was the last assignee. |
Average Time From Assignment To Solve By Agent | Average time from assignment to solve returns the average duration from when the agent is first assigned to the ticket to when it was solved by that agent for a collection of tickets scoped by when the ticket was solved. This metric only uses data from solved tickets by that agent and does not use open assignments or assignments that did not result in a solve. |
Median Time From Assignment To Solve By Agent | Average time from assignment to solve returns the median duration from when the agent is first assigned to the ticket to when it was solved by that agent for a collection of tickets scoped by when the ticket was solved. This metric only uses data from solved tickets by that agent and does not use open assignments or assignments that did not result in a solve. |
Solved Ticket Percentages By Agent | Percentage of ticket assignments that resulted in a solved ticket by agent scoped to a time period. A solved ticket is credited to the agent if the ticket moves into the solved state while the agent is assigned. If an agent is no longer assigned to a ticket and the ticket did not move into the solved state while they were assigned, it will count against them. Open tickets on open assignments are not included here. |
Open Ticket Assignments By Agent | Open assignments at the current date or the selected date. Only one person can have an open assignment on a ticket at a time. An assignment is open if the person is assigned to the ticket and the ticket is not currently closed or was not closed at the time of the selected date. |
Unique Tickets Commented By Agent | Unique ticket count of tickets where the agent made a public or private comment on a ticket. This does not double count tickets where the agent made multiple comments. This is an activity metric to see how many tickets the agent has interacted with. |
Unique Tickets Messaged By Agent | Unique ticket count of tickets where the agent had a messaging exchange with an end user that qualifies as at least one end user message and one agent response. This does not double count tickets. This is an activity metric to see how many tickets with customers the agent has interacted with. |
Unique Tickets Worked By Agent | Unique ticket count of tickets where the agent has done some measurable unit of work. This does not double count tickets. This is an activity metric to see how many tickets the agent has worked. This includes comments and messages together. |
Group Escalations By Agent | Select a first Zendesk group and a second Zendesk group to get the count of tickets where the agent in question was the last assignee or the current assignee at the time of the escalation. |
Group Escalation Rate By Agent | Select a first Zendesk group and a second Zendesk group to calculate the percentage of tickets assigned to an agent that end up switching directly between these groups where the agent in question was the last assigned or the currently assigned agent on the ticket at the time of the group change. |
CSAT Score For Assignments By Agent | CSAT score attributed to agents if the agent was ever assigned to the ticket at any point. |
Positive CSAT Response Count For Assignments By Agent | Count of positive CSAT responses attributed to agents if the agent was ever assigned to the ticket at any point. |
Negative CSAT Response Count For Assignments By Agent | Count of negative CSAT responses attributed to agents if the agent was ever assigned to the ticket at any point. |
CSAT Score For Solves By Agent | CSAT score attributed to agents only on tickets where the agent solved the ticket. |
Positive CSAT Response Count For Solves By Agent | Count of positive CSAT responses attributed to agents only on tickets where the agent solved the ticket. |
Negative CSAT Response Count For Solves By Agent | Count of negative CSAT responses attributed to agents only on tickets where the agent solved the ticket. |
Inferred CSAT Score For Solves By Agent | Inferred CSAT score attributed to agents only on tickets where the agent solved the ticket. Inferred CSAT is an AI workflow which can be enabled at the account level. |
Inferred CSAT Score For Assignments By Agent | Inferred CSAT score attributed to agents if the agent was ever assigned to the ticket. Inferred CSAT is an AI workflow which can be enabled at the account level. |
Inferred CSAT Dissatisfied Response Count For Solves By Agent | Count of inferred dissatisfied CSAT AI responses attributed to agents only on tickets where the agent solved the ticket. Inferred CSAT is an AI workflow which can be enabled at the account level. |
Zendesk Message Counts By Agent In Time Range | Count of the number of live Zendesk messages sent by each agent in a time range. |
Zendesk Ended Chat Counts By Agent In Time Range | Count of the number of live Zendesk ended chats grouped by each agent in a time range. For this metric, the “ended” time is when the user disconnects from the chat which happens after the user sends their last message. |
Zendesk Open Chat Counts By Agent Live | Live metric. Count of open live chats by agent. |
Zendesk Messaging Avg Agent Reply Time By Agent | Average time from the end user message to the agent reply message for all messages in a chat for all closed chats in a time period grouped by agent. |
Zendesk Messaging Median Avg Agent Reply Time By Agent | Each chat has an average reply time by the agent on it. This is the median of the average reply times on those chats. Reply time is the time from the end user message to the agent reply message for all messages in a chat for all closed chats in a time period grouped by agent. |
Zendesk Messaging Median Agent Reply Time By Agent | Each chat has a median reply time by the agent on it. This is the median of the median reply times on those chats. Reply time is the time from the end user message to the agent reply message for all messages in a chat for all closed chats in a time period grouped by agent. |
Zendesk Public Ticket Comments By Agent | Count of number of public ticket comments made by agents grouped by agent in a time range. |
Zendesk Comments Avg Reply Time By Agent | Average reply time grouped by agent in a time range. This averages out the time between every end user comment to the next agent comment. By default, this only includes tickets where the agent made 2 or more public comments. |
Zendesk Comments Median Avg Reply Time By Agent | For each ticket, there is an average reply time by an agent. This is the median of all of those average reply times. Reply time is the time between every end user comment to the next public agent comment. By default, this only includes tickets where the agent made 2 or more public comments. |
Zendesk Comments Median Reply Time By Agent | For each ticket, there is a series of replies by an agent that has its own median reply time. This is the median of all of those median reply times on each ticket. Reply time is the time between every end user comment to the next public agent comment. By default, this only includes tickets where the agent made 2 or more public comments. |
Zendesk Comments Avg First Touch Time After Assignment By Agent | Average first touch time grouped by agent after assignment in a time range. This averages out the time from assignment to the first touch by agent. |
Zendesk Comments Median First Touch Time After Assignment By Agent | Median first touch time grouped by agent after assignment in a time range. This measures the time from assignment to the first touch by agent and takes a set of those and returns the median. |
Zendesk Ticket Avg Times Assigned Per Ticket By Agent | Average count of reassignments on ticket by agent. |
Zendesk Ticket Avg Public Agent Ticket Comment Count | Average public agent ticket comment count. |
Avg Time In Open Status By Agent | Average time a ticket spends in the Open status for a specific agent by agent in a time range. A ticket may spend more time in the Open status across multiple agents but this is scoped by agent. |
Zendesk Messaging Chats Avg Duration By Agent | Average duration in minutes of finished live chats in a period of time grouped by agent. This is calculated based on when the end user leaves the chat leveraging the “ChatLeave” event in Zendesk. |
Zendesk Talk Ongoing Calls By Agent | Live metric. Count of open phone calls by agent. |
Zendesk Talk Finished Calls By Agent | Live metric. Count of finished phone calls by agent. |
Zendesk Talk Avg Call Duration By Agent | Average duration in minutes of finished phone calls in a period of time grouped by agent. |
Live Chat Agent Acceptance Rate By Agent | Live Chat Agent Acceptance Rate by agent. Agents are offered messaging chats on a ticket. This does not double count if a chat is offered to an agent multiple times. This is the percentage of chats that the agent accepted out of the total number of chats offered to them. |
Live Chats Not Accepted By Agent | Live chats not accepted by agent. This is a count of the number of chats that were offered to an agent that they did not accept. |
Sunshine Agent Chats Started By Agent In Time Range | Sunshine only. Count of all Sunshine Agent Chats between an end user and an agent. It’s not considered a Sunshine Agent Chat unless an agent sends at least one message to the end user through messaging/SunCo. Chats can close after 10 minutes of inactivity and may reopen; a ticket can have multiple Sunshine Agent Chats. |
Sunshine Agent Chats Open By Agent Live | Sunshine only (live). Count of current open Sunshine agent chats. A chat is considered open after the agent responds. |
Sunshine Agent Chats Open Longest Duration By Agent | Sunshine only. The duration of the longest open Sunshine agent chat. If an agent is working multiple chats it will return the longest duration of the set. |
Sunshine Agent Chats Open Agent Message Count By Agent | Sunshine only. The total number of messages the agent has sent in a set of open agent chats. |
Sunshine Agent Chats Open Avg Agent Reply Time By Agent | Sunshine only. The average reply time of the agent in a set of open chats. This only takes into account chats where the agent has sent one reply back to the end user and that excludes their first message in the chat. |
Sunshine Agent Chats Open Longest First Touch Time After Assignment By Agent | Sunshine only. This metric is restricted to only open chats. It returns the duration from when the agent was assigned to when they sent their first message. |
Sunshine Agent Chats Ended By Agent In Time Range | Sunshine only. Count of Sunshine Conversation agent chats that have come to an end. Chats can end due to 10 minutes of inactivity, ticket status change, handoff, etc. |
Sunshine Agent Chats Avg Duration By Agent In Time Range | Sunshine only. Average duration of a collection of finished Sunshine Conversation agent chats. Duration is from the start of the chat to the last message in the chat. |
Sunshine Agent Chats Median Duration By Agent In Time Range | Sunshine only. Median duration of a collection of finished Sunshine Conversation agent chats. Duration is from the start of the chat to the last message in the chat. |
Sunshine Agent Chats Avg Reply Time By Agent In Time Range | Sunshine only. Average reply time of a collection of finished chats. Calculated by taking the average of all reply times per chat, then averaging those averages across chats. |
Sunshine Agent Chats Median Avg Reply Time By Agent In Time Range | Sunshine only. Median of the chat-level average reply times across finished chats. |
Sunshine Agent Chats Avg First Touch Time After Assignment By Agent | Sunshine only. Average first touch time after ticket assignment across finished agent chats. |
Sunshine Agent Chats Median First Touch Time After Assignment By Agent | Sunshine only. Median first touch time after ticket assignment across finished agent chats. |
Sunshine Agent Chats Avg Agent Reply Count By Agent | Sunshine only. Average number of agent replies for a collection of chats grouped by agent. A “reply” is a message that happens directly after a user message. |
Sunshine Agent Chats Median Agent Reply Count By Agent | Sunshine only. Median number of agent replies for a collection of chats grouped by agent. |
Sunshine Agent Chats Avg Agent Message Count By Agent | Sunshine only. Average number of messages sent by an agent in a collection of chats grouped by agent. Includes all agent messages in a chat. |
Sunshine Agent Chats Median Agent Message Count By Agent | Sunshine only. Median number of messages sent by an agent in a collection of chats grouped by agent. |
Sunshine Agent Chats Avg End User Message Count By Agent | Sunshine only. Average number of messages sent by an end user in a collection of chats grouped by agent. |
Sunshine Agent Chats Median End User Message Count By Agent | Sunshine only. Median number of messages sent by an end user in a collection of chats grouped by agent. |
Quiq Conversations Ended By Agent In Time Range | Quiq only. Count of ended Quiq conversations by agent. Quiq sends a definitive |
Quiq Conversations Open By Agent Live | Quiq only (live). Counts all open Quiq conversations that have activity in the last 10 minutes and haven’t had a closing webhook event from Quiq. |
Quiq Conversations Avg Duration By Agent In Time Range | Quiq only. Average duration from when the ticket is created to the last message being sent in the conversation (finished conversations), grouped by agent. |
Quiq Conversations Avg Assignment To Last Message Duration By Agent | Quiq only. Average duration from when the ticket is assigned to the last message being sent in the conversation, grouped by agent. |
Quiq Conversations Median Assignment To Last Message Duration By Agent | Quiq only. Median duration from when the ticket is assigned to the last message being sent in the conversation, grouped by agent. |
Rearranging Columns
To rearrange your columns you can use the up and down arrows
to the left of each metric in the Configure Columns view.
Sortable and Filterable
Sortable Columns: Rearrange and sort data by any column to focus on specific metrics.
Click on the diamond icon to sort the table by a column
Filters: Apply filters to narrow down results by agent, time range, or ticket attributes.
CSV Export
The table data can be exported in CSV format, allowing you to perform offline analysis or share insights with your team.
How to Use the Agents Table
Adding the Widget
Navigate to the Dynamic Dashboards section in Qvasa.
Go to Edit mode and click Add Widget and select the Configurable Table widget type and select the Agents Table.
Customizing the Table
In the Configure Columns panel in the top right:
Choose the metrics (columns) to display.
Apply sorting preferences for specific metrics.
Set filters such as agent groups, time range, or ticket attributes.
Interpreting the Data
The table updates in real-time, reflecting the latest agent activities.
Use sortable columns to quickly identify top-performing or underperforming agents.
Combine with other widgets on your dashboard for a comprehensive view of your support operations.
Use Cases for the Agents Table
Use Case | Columns to Add |
Overall Performance Monitoring |
|
Bottleneck Detection (Assignments & Flow) |
|
Workload & Activity (All Channels) |
|
Email Responsiveness (Comments) |
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Messaging Responsiveness (Live Chat) |
|
CSAT & Quality (Surveyed + Inferred) |
|
Real-Time Live Ops (Staffing View) |
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Escalations & Handoffs Review |
|
Executive Reporting (Weekly/Monthly Rollup) |
|
New Agent Ramp & Coaching Starter |
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Backlog & Open-Work Health |
|
Sunshine Conversations Deep-Dive (if enabled) |
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Quiq Conversations Deep-Dive (if enabled) |
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Getting Started
The Agents Table is available to enterprise users only. If you’re on the free plan and would like to upgrade, book a call with us.
For assistance with setup or customization, please contact Qvasa support.