The Agents tab serves as ServiceAI's agent performance management center, transforming raw technician data into actionable workforce intelligence that drives both individual development and strategic service desk optimization.
This section provides MSPs with comprehensive analytics on technician effectiveness, coaching opportunities, and performance patterns that directly impact service quality and AI deployment readiness.
- The Strategic Purpose of Agent Performance Analysis
- Understanding the Agents Grid
- Individual Agent Analysis and Intelligence
- Available Actions and Business Impact
The Strategic Purpose of Agent Performance Analysis
The Agents tab converts individual technician performance data from your connected ticketing/PSA system into strategic workforce insights that help MSPs make informed decisions about training priorities, workload distribution, and team optimization strategies.
Support Quality Assurance and Training
- Agent analysis provides concrete performance metrics for coaching conversations, highlighting both successful interaction patterns that can be replicated and areas requiring improvement or additional support.
Optimize Service Delivery Through Better Assignment
- By understanding individual agent strengths and performance patterns, MSPs can strategically assign tickets and clients to technicians best suited for specific scenarios, improving both efficiency and customer satisfaction.
Accelerate AI Deployment Planning
- Agent performance analysis helps MSPs identify which technician tasks are candidates for AI automation and which require continued human expertise, supporting strategic workforce planning as AI capabilities expand.
Understanding the Agents Grid
The main agents grid displays all support technicians imported from your connected ticketing/PSA system in a filterable, sortable format that provides at-a-glance visibility into your service desk team's performance.
About the Agent Grid Columns
Some of the agent grid columns include:
- Name: Individual technician (agent) names for direct identification
- Email: Email information of the agent for quick team coordination
- Ticket Count: Volume of tickets handled by each respective agent
- Average Scores: RPS performance metrics averaged across all tickets
There are many more grid columns that you can customize to your preference to set the portal to look exactly the way you want, providing the most valuable workforce data to you at a glance.
Customizing the Agents Grid to Your Preferences
MSPs can personalize the agents grid to match their management workflow needs:
Adjust Columns: Click the Settings icon to edit the standard view and add, remove, or reorder columns based on the information most relevant to your analysis needs.
Create Custom Views: Click on the Settings icon and select the New View button to create specific column configurations and combinations for different types of analysis (e.g., "Performance Review").
Note that custom views are user-specific and not shared between team members, allowing each manager to optimize their individual workflow.
Individual Agent Analysis and Intelligence
Clicking on any agent opens ServiceAI's comprehensive agent intelligence interface, providing four key analysis areas:
Agent Details Pane
This pane provides basic agent information with critical management tools:
- Basic Information: Agent name, email, contact details, and role assignments
- Team Management: Add or remove the specific agent from ServiceAI teams for better organization
- Performance Summary: Average performance score across AI-analyzed tickets
- Share Agent Information: Email agent analysis or create management tasks with optional contextual notes
AI Insights Pane
This pane provides the core intelligence section showing agent-specific RPS scoring and contextual interpretation:
Agent RPS Scores: Performance metrics specific to this agent, including:
- Ticket RPS (Agent Context): Average complexity of tickets assigned to this agent - lower scores typically indicate assignment to more complex issues requiring senior expertise, while higher scores suggest tickets assigned to this agent are potentially suitable for AI automation. These are referenced from the available documentation and ticket history for this agent's handled tickets.
- Requester RPS: Average outcome satisfaction/sentiment of end users when working with this specific agent - this helps identify relationship dynamics and customer service effectiveness
- Agent RPS: Individual performance rating based on response quality, resolution effectiveness, and customer interaction patterns - directly measures technician skill level and identifies coaching opportunities
AI-Generated Management Recommendations: Automated insights providing coaching suggestions, performance analysis, and optimal deployment strategies for this agent.
If you are not seeing recommendations, be sure to press the Analyze with AI button on the AI Insights pane to generate a summary recommendation.
AI Performance Reports
This pane lists performance tracking with an on-demand performance report generation. To generate the report, press the Generate Performance Report button. It will provide you with a:
Time-Based Analysis: Performance tracking over a period of time.
- Note: The default setting is reviewing the past 50 tickets. This cannot be customized at this time. If there are fewer than 50 tickets, it will generate a report of all of the available tickets.
Multi-Category Assessment: Detailed analysis across several areas interpreted by the AI, including:
- Communication
- Asking the right questions
- Understanding of the ticket
- Technical knowledge
- De-escalation tactics
- Problem solving
- Escalation
- Empathy
Visual Analytics: Radar charts and bar graphs showing performance patterns and trends based on the assessment of the AI, derived from the agent's communication in their ticket history.
Actionable Insights: AI-generated performance analysis with specific improvement recommendations
Exportable Reports: HTML format reports for record-keeping, performance reviews, and management documentation
Recent Tickets
This pane offers direct access to this agent's recent work:
Ticket Grid: Recent tickets handled by the selected agent with direct links to individual ticket analysis.
Performance RPS: Quick access to examples of the agent's current work patterns and resolution approaches, and their AI-given RPS scores.
Available Actions and Business Impact
ServiceAI provides several management tools that transform agent performance data into actionable workforce development strategies.
Generate Performance Reports
Create comprehensive, exportable performance documentation for formal reviews and coaching sessions:
How to Use: Navigate to the AI Performance Reports section within a specific Agent's view and click Generate Report to create detailed HTML documentation of agent performance across multiple categories.
Business Impact: Enables structured performance reviews with concrete data, supports documentation for HR processes, and provides clear coaching roadmaps based on specific performance metrics rather than subjective impressions.
Share Agent Intelligence
Distribute agent analysis to other managers or team leads for collaborative workforce development:
How to Use: Use the Share button in the Agent Details pane to email a comprehensive agent analysis or create management tasks for team coordination.
Business Impact: Enables collaborative management decisions, supports knowledge transfer when agents move between teams, and ensures consistent performance standards across different managers.
Team Assignment Management
Organize agents into logical groups for better workflow and performance tracking:
How to Use: Use the team assignment tools in the Agent Details pane to add or remove agents from ServiceAI teams based on specialization, experience level, or client focus.
Business Impact: Improves workload distribution, enables specialized team performance tracking, and supports strategic organization of technical expertise based on performance data.
Track Performance Trends
Use individual agent RPS patterns to identify coaching opportunities and performance changes:
How to Use: Review performance reports and RPS trends over time to identify agents improving, declining, or maintaining consistent performance levels.
Business Impact: Enables proactive intervention for performance issues, identifies high performers for advancement or mentoring roles, and supports strategic workforce planning based on performance trajectory data.
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