What is Agent Analytics?
Agent Analytics is a dedicated section within Spur that allows you to measure and evaluate the performance of your support agents
Agent Analytics gives you a complete breakdown of:
Number of tickets handled by each agent
First response times
Resolution times
Communication activity (messages sent)
This helps businesses understand how their support team is performing over time.
1. Accessing Agent Analytics
Where to find it:
Log into Spur.
Look at the left-hand vertical pane.
Click on the icon with a bar graph titled "Analytics".
2. Selecting Agent and Time Period
At the top, you can select an agent using the dropdown.
You can also select the time period for which you want to see performance:
Today
Week
Month
Custom (lets you choose any start and end date and time)
3. Ticket Metrics
a. Tickets Closed (Resolved)
Shows how many tickets the selected agent resolved in the selected time frame.
Represented by a green tick and labeled "Resolved".
b. Open Tickets (Active)
Tickets still assigned to the agent that haven't been manually closed.
Even if resolved, if not closed, they show up here.
4. Communication: Messages Sent
Total number of messages sent by the selected agent during the selected time period.
Labeled "Communication".
Screenshot #4: Highlight the Messages Sent number and label.
5. Time Toggle: Standard vs Working Hours
A toggle lets you switch between Standard Times and Working Hours Only.
What this means:
Standard Time: Calculates time as it is, without considering the shift.
Working Hours Only: Factors in shift hours. For example, if a shift ends at 6 PM and a query comes at 7 PM, the clock pauses until the next shift starts.
Where to find it:
What it looks like turned on to show results with working hours factored in:
6. Ticket Resolution Times
This shows how fast the agent is resolving tickets:
Minimum: Fastest resolution time.
Maximum: Longest it has taken.
Average: Average time across all tickets resolved.
Changes depending on Standard vs Working Hours toggle.
7. First Response Times
Measures how quickly the agent responds once a ticket is assigned:
Minimum: Fastest first response time.
Maximum: Longest time taken to respond.
Average: Typical response time across the time period.
Summary
With Agent Analytics, you can:
Monitor each team member’s performance.
Track efficiency in resolving and responding to tickets.
Toggle between standard and working hour-based views.
Perfect for internal reviews, performance discussions, and finding areas for process improvement.
Use this dashboard regularly to identify trends, bottlenecks, and top performers in your support team.