# View agent performance dashboard

> As an agent, you may want to know how you are performing so that you can improve upon your key metrics, such as the total number of conversations you have ma...

Source: https://help.kustomer.com/en_us/viewing-your-performance-dashboard-SyTxv1fQ8

Last updated: 2024-10-30T14:10:34.333Z

As an agent, you may want to know how you are performing to improve your key metrics, such as the total number of conversations you have marked done and your first contact resolution rate. Your performance metrics are accessible from a dashboard, allowing you to view exactly how you are performing at any time.

**Who can access this feature?**

**User types**

Available to all agents and users with access to view the Personal Performance Dashboard in the Reporting permission set.

  

### In this article

*   [Performance metrics](#performance-metrics)
*   [Response Time table](#response-time)
*   [Messages Sent chart](#messages-sent)
*   [Resolution metrics](#resolution-metrics)
*   [Satisfaction Score chart](#satisfaction-score)
*   [Notifications pane](#notifications-pane)

To access your performance dashboard, select **Home** ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/9315006b22fb6b867cfa1a2ee5a5e5de.png).

### Performance metrics

The following metrics show an overview of the status of conversations assigned to you and your time viewing conversations.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/b2e9a20f8158f56c97eca3801d38fc57.png)

The following metrics are available:

*   **Open conversations** is the count of all conversations assigned to you currently in an Open status.  
      
    
*   **Snoozed Conversations** is the count of all conversations assigned to you currently in a Snoozed status.  
      
    
*   **Marked Done** is the count of conversations you marked Done in the selected time range.  
      
    
*   **Average Handle Time** is the cumulative amount of time spent viewing conversations divided by the total count of distinct conversations viewed.

### Response Time table

This table shows response times by channel.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/9f7115ec1ac67c0348c5e2426a050bc6.png)

The following metrics are available:

*   **First Routed Response Time is** the total time from when a work item was accepted to when the first reply by an agent was sent.  
      
    
*   **Average Response Time** is the average duration of time from when an inbound message was created to an outbound reply for that message.

### Messages Sent chart

This chart shows the number of outbound messages you sent in each time interval over the selected time range.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0a4037938885b93bdbd82f939c578046.png)

### Resolution metrics

These metrics show the duration of time between conversations being created and marked done, as well as conversations with [SLA policies](https://help.kustomer.com/service-level-agreements-SyZ4xWcgf) that have been breached or achieved.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/07a30a44d54b92fe3873ea1ed6bcca2b.png)

The following metrics are available:

*   **First Contact Resolution** is the amount of inbound conversations created in the selected time period that contain at least one message, were marked done by you, are currently done, and have never been snoozed, reopened or merged over total inbound conversations assigned to you that were created in this time range.  
      
    
*   **Average First Resolution** is the average amount of time between the initial inbound message on a conversation and the first time you marked it Done.  
      
    
*   **Breached Conversations** is the the total count of unique conversations assigned to you that have breached the SLA requirements of their associated policy.  
      
    
*   **SLA Achieved** is the percentage of conversations assigned to you that satisfy the SLA requirements for all metrics on the policy.

### Satisfaction Score chart

This chart shows the average satisfaction score (out of a possible 100%) for all surveys triggered by your conversations. The maximum number of points is 5. For more information, see [Satisfaction Report](https://kustomer.kustomer.help/satisfaction-report-rygRuYYdE).

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c9a27a8ef5e207089b39dada301131f1.png)

### Notifications pane

You can view all of your notifications at a glance from the dashboard.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/036e72ef2b265c21bcb8089203ae98a1.png)