Agent-Level Reports

Agent-level reports show metrics for individual agents: Agent Performance, Leaderboard, Agent Connectivity, Agent Availability, Agent Utilization, Inactivity Transfers, the agent scorecard, schedule adherence and the personal agent dashboard. The exports, scheduled report emails and AI report tools that return the same per-agent data are included.

Who has them

They are included with Professional, Business, Enterprise and Government plans, and with any account on a managed package. Accounts on a custom or legacy plan do not have them unless Velaro support enables Agent-Level Reports for the account.

What you see without them

The report pages are hidden from the Reports menu and the home page, and the data requests are refused with a message that agent-level reports are not included in the plan. Reports that cover the whole account, such as conversations, missed chats, sentiment and response time, are not affected.

How support enables them

Support turns on the Agent-Level Reports feature for the account (Entitlements, key EnableAgentLevelReports). The change applies within a minute.