What is Agent Analytics?
Agent Analytics measures how your support agents perform, using a set of key metrics:
Response Time – How quickly agents reply to customers.
Resolution Time – How long it takes to close assigned tickets.
Ticket Volume – How many tickets an agent has handled.
Working Hours Calculation – Distinguishes between business hours and 24/7 time.
This data helps businesses understand support performance over time and identify areas for improvement.
How to Access Agent Analytics
Log into Spur
Look at the left-hand navigation panel
Click the Analytics icon (bar graph)
Select the Agent Analytics tab
From here, you’ll see your team’s analytics dashboard.
How to Use the Dashboard
1. Select Agent and Time Period
Use the dropdown menu at the top to select an agent.
Choose the time range:
Today
This Week
This Month
Custom (pick any start and end date)
2. Key Metrics To Look For
Metric | What It Measures | Why It Matters |
First Response Time | Time from when a ticket is assigned to first agent reply | Shows how quickly agents respond (affects CSAT) |
Resolution Time | Time from ticket assignment to closure | Helps track agent efficiency |
Tickets Resolved | Total tickets closed or reassigned | Measures productivity per agent |
Working Hours | Uses Workspace-defined business hours | Ensures fair comparisons between agents and shifts |
Sub-metrics you’ll see:
Tickets Resolved (Closed) – How many tickets the agent fully resolved in that time frame.
Total Involvements (Active) – Total tickets the agent was assigned to, even if not closed.
Messages Sent: Shows the total number of messages the selected agent sent in the time period.
4. Resolution Time
Measures how quickly agents resolve tickets:
Minimum: Fastest resolution time
Maximum: Longest resolution time
Average: Typical time across all resolved tickets
💡 Tip: Resolution times during working hours are highlighted in blue.
5. First Response Time
Shows how quickly an agent responds once a ticket is assigned:
Minimum: Fastest first reply
Maximum: Slowest first reply
Average: Typical response time
💡 First response times during working hours are also shown in blue.
6. Ticket Details
Scroll down to see a ticket-by-ticket breakdown for the selected agent and time frame. Here you can see:
Ticket status (Closed, Active, or Reassigned)
When the ticket was assigned
Exact First Response Time and Resolution Time
Whether times were counted as standard or working hours
Ticket IDs and links to each chat the agent was involved in
Working Hours vs. Standard Time
Spur measures time two ways:
Standard Time – All hours (of your local timezone) (24/7)
Working Hours – Only the hours you’ve defined as business hours in Workspace Settings
Example:
Ticket assigned Friday 6 PM
Agent responds Monday 9 AM
Standard Time: 63 hours
Working Hours: 0 hours (response was at the start of the next business day)
This ensures fair performance measurement across different shifts.
Who Uses Agent Analytics?
For Managers:
Performance reviews with objective data
Identify training opportunities
Balance workloads
Monitor SLA compliance
For Agents:
Track personal improvement
Set goals for faster response times
Understand workload patterns
For Operations Teams:
Plan support team capacity
Improve processes based on real data
Gain insights into customer experience
Summary
Agent Analytics gives you:
Clear visibility into agent performance
The ability to track response and resolution times
A fair view of performance by separating business hours from 24/7 time
Insights that help you coach agents, balance workloads, and improve support processes
Use Agent Analytics regularly to spot trends, identify top performers, and make informed decisions about your support operations.