Agent Performance Hub

The Agent Performance Hub compares workload, quality and health across your technicians by team, with an executive summary and a view of each agent.

Written By Chris Scaminaci

Last updated About 2 hours ago

The Agent Performance Hub shows how your technicians are doing: what each person is carrying, how quickly and how well tickets are closed, and whether the load is sustainable. Service desk managers, dispatchers and customer success managers use it to compare teams, spot someone who is overloaded, and prepare coaching conversations. The figures describe the work. Use them to start a conversation, not to settle one.

Before you start:

The Agent Performance module must be on for your organisation. When it is, Agent Performance Hub appears under Hubs in the navigation menu for people with the Administrator, Service Desk Manager, Dispatcher or Customer Success role.
You need the Administrator, Service Desk Manager, Dispatcher or Customer Success role.
The hub reads tickets and reports from HaloPSA, so your HaloPSA connection must be working.
Only agents that are included in the hub appear. You choose who is included in Hub settings.

Choose a view

The header has three views and four other buttons. Team View opens first.

Button	What it does
Team View	One team, or All Teams, with its members side by side.
Executive	The state of the whole service desk for someone who wants the summary without the detail.
Agent Detail	One technician in depth. See Agent detail and profiles.
Settings	Opens the settings panel in place of the view. Only an Administrator can change the settings; the other roles read them. Settings is a panel, not a view. See Hub settings.
Generate Profiles	Opens the profile generator, also in place of the view. See Agent detail and profiles.
Refresh	Reloads the figures for the view you are on.
Tour	Starts a guided walkthrough of the screen.

Select Settings or Generate Profiles a second time, or choose a view, to go back to the figures. A link of the form /agent-performance-hub/team/Service Desk opens Team View for that team.

Read Team View

Choose a team in the Team list, or keep All Teams. The heading shows how many agents the selection covers and how many are online, when the figures were updated, and where they came from (see Where the figures come from).

Twelve indicators sit under the heading. Select Open tickets to list the tickets behind it.

Indicator	What it shows
Open tickets	Open tickets assigned to the team members listed below, with how many are workable and how many carry an alert.
Resolved today	Tickets the team closed today, with the count for this week.
Avg health	The average health score of the team's members. It reflects workload balance and burnout risk. Its hover note gives 70% or more as the target.
Avg quality	The average interaction quality score, based on communication, empathy and professionalism. Its hover note gives 75% or more as the target.
Resolved (30d)	Tickets closed in the last 30 days, with the count for the 30 days before and whether closures are up, stable or down.
Avg resolution	Creation to closure for tickets closed in the last 30 days, with the median (p50) and 90th percentile (p90).
First response	Time from logging to first response for tickets answered in the last 30 days, with p50 and p90.
SLA resolution	The share of tickets resolved within their SLA, with the response SLA share and the number of breaches.
CSAT	The average satisfaction rating from survey responses on the team's tickets, with the number of responses and the share rated 4 or 5.
Reopens	Tickets the team closed that were opened again, as a count and as a share of closures.
Backlog > 7 days	Open tickets older than 7 days, with how many are older than 30 days.
Logged hours (30d)	Hours logged in the last 30 days, with the billable share.

The last eight indicators cover 30 days and appear when the hub has figures for that period. Under them, Closed per day, Opened per day and Backlog chart the same 30 days.

Team concerns

Team concerns is a warning box that states problems in plain language. It appears only when there is something to report. It lists:

how many agents are overloaded, as a button that opens their workable tickets;
how many agents are at burnout risk;
a team health score below 60%;
customer satisfaction below 3.5 out of 5 over 30 days;
a resolution SLA met on fewer than 80% of tickets over 30 days;
open tickets older than 30 days.

The overloaded and burnout-risk concerns name the agents when you hover over the question mark beside them.

Performance distribution

Performance distribution splits the team into three bars.

Bar	Who is counted
Top	Agents with an interaction quality score of 90 or more.
Meeting	Everyone else.
Needs support	Agents whose burnout risk is high or critical.

Needs support follows burnout risk, not low quality. Hover over the question mark beside a bar to see the names in it.

Team members

Team members shows one card per agent. Use All, Online or Needs Attention to narrow the list. Needs Attention shows the agents counted under Needs support. Select a card to open that agent in Agent Detail.

Each card shows the agent's status, a trend (closures in the last 7 days against the 7 days before), and these figures:

Figure	What it shows
Open	Open tickets assigned to the agent. Select it to list them.
Today	Tickets closed today.
Quality	The agent's interaction quality score.
Health	The agent's health score.
7 days	Tickets closed in the last 7 days.
CSAT	The agent's average satisfaction rating.
SLA	The share of the agent's tickets resolved within SLA.
Resolve	The agent's average resolution time.

Tags under the figures show the workload level, tickets with alerts, stale tickets, burnout risk when it is above low, tickets older than 7 days, reopened tickets, Top performer and Needs attention. The workload level comes from the thresholds in Hub settings.

Read the Executive view

The Executive view covers the whole organisation. It is organised in blocks, from the top.

Organization overview shows how many agents and teams are covered and how many agents are online, then these indicators:

Open tickets: every open ticket in HaloPSA, with the number that are unassigned. Select it to list them.
Resolved today, This week and This month.
Org health and Org quality: the averages across all agents.
Resolved (30d), Avg resolution, First response, SLA resolution, CSAT, Reopens (30d), Backlog > 30 days and Logged hours (30d), which read like their Team View counterparts.

Risk overview has three counts:

Count	What it shows
Burnout risk	Agents at high or critical risk.
Overloaded	Agents at or above the Overloaded threshold. Select it to list their workable tickets.
Critical alerts	Open tickets with a sentiment or tonality alert (see Working the alert feed) and a health score below 50.

Organization trends charts weekly figures over the last 90 days: tickets resolved, ticket volume and health.

Performance distribution groups agents into five bands by interaction quality score, or by average health score when an agent has no quality score yet: Exceptional (90 or more), High performers (75 to 89), Meeting expectations (60 to 74), Developing (40 to 59) and Needs intervention (below 40). Agents by team shows how many agents each team has.

Team rankings lists the teams in order of their average performance score. For each team it shows the Perf, Quality and Health scores, the tickets Resolved this month, and a Trend that compares the last 30 days of closures with the 30 days before: Improving, Stable or Declining. Select a row to open that team in Team View.

Key insights and Recommended actions are short lists, up to six lines each. The hub builds them from the figures above them by fixed rules. No AI writes them.

Filter by ticket type

The Workload filter bar sits above all three views. It narrows the live workload numbers: the open, workable, alert, stale and overloaded counts and the lists behind them. The 30-day figures are not filtered.

Control	What it does
Mode	Hide these types removes the types you choose. Only these types keeps only those types.
Ticket types	The HaloPSA ticket types to hide or keep.
ITIL request types	The ITIL request types to hide or keep, such as Incident or Service Request.
Hide General User / no user	Hides tickets raised by HaloPSA's General User placeholder contact and tickets with no user.
Clear	Removes the filter. It appears when a filter is set.

A line under the controls says what is hidden and how many tickets that removes. When some open tickets have no known type, it says how many: Hide these types keeps them and Only these types leaves them out. The filter is remembered for you, and other people keep their own.

Open the tickets behind a number

Counts you can select open a panel on the right that lists the tickets behind them. These are the Open tickets indicators, an agent's Open figure, alert and stale counts, and the overloaded count. If nothing is behind the number, the panel says No tickets behind this number.

The header shows the title, the number of tickets, what the count means, and the filter in force.
Each row shows the ticket number, its summary, the client, user and agent, the ticket type, flags such as Sentiment or Tonality, and its age. The oldest tickets come first.
Select the ticket number to open the ticket in HaloPSA in a new tab.
A search box appears when the list has more than 8 tickets. It searches ticket number, summary, client, user, agent and type.
The panel shows the first 250 rows. Search to narrow a longer list.
Select the close button or press Escape to close it.

Where the figures come from

A background collector reads tickets, HaloPSA reports, CSAT responses, calls, timeclock entries and agent status every 15 to 60 minutes, around the clock, and stores a daily summary for each agent. It makes no AI calls, so collecting costs no AI use. The 30-day figures, trends and rankings read those daily summaries. Hub settings shows the collector's cadence and health.

The Data pill beside the figures tells you which source you are reading:

Rollup means the figures come from the stored daily summaries. The pill also shows when they were last collected.
Live means the collector has not stored its first daily summary yet, so the hub works the figures out when you open the page, from QuantumOps's own tickets and CSAT responses. Figures that need HaloPSA reports, such as first response, SLA and logged hours, can be empty until the first summary exists.

The open, workable, alert, stale and overloaded counts are different: they come from HaloPSA's open tickets, read when you open or refresh the page, and the ticket-type filter applies to them.

When a collector cycle finishes while the hub is open, the view reloads quietly and a Metrics updated pill with the time appears beside the page title. The hub does not reload this way while Settings or Generate Profiles is open or a profile run is in progress, so you do not lose edits or the live output. Select Refresh to reload on demand.

Within the hub, AI writes only the profile narrative and the coaching plan in agent profiles, when someone generates a profile or when your organisation turns on automatic narratives. See Agent detail and profiles.

Welcome dialog and tour

The first time you open the hub, a dialog titled Welcome to Agent Performance Hub introduces it. Select Get Started to close it, or Take Guided Tour to start the tour. Tick Don't show this again and select Get Started to stop the dialog appearing on later visits. This is remembered for you.

The Tour button starts the same seven-step walkthrough at any time. It highlights the header, profile generation, configuration, and then explains Team View, Executive view, Agent Detail and a few tips.

Other reports

Three more reports sit beside the hub. They are for Administrators, and they answer different questions.

AI Usage Analytics: what the AI costs and where the spend goes.
Chat analytics: how people use Qubit, how fast it answers and where it fails.
Copilot Analytics: whether the AI's suggestions and drafts are used. It has no sidebar link, so open it by adding /analytics/copilot to your QuantumOps address.

For reports you show a client, see QBR Studio and CSAT Administration.

Agent detail and profiles: one agent in depth, and how to generate profiles.
Hub settings: included agents, thresholds, automatic narratives and collector status.
Home: the QA Pipeline: the ticket-level view the workload counts are built from.
The Agent Dashboard: one technician's workload and profile, as the Agent tab of the browser extension also shows it. Its workload levels use fixed cut-offs, not your workload thresholds.

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