v2026.10.25
Release date: October 14, 2026
New Features
Average response time by agent
In Reports, a manager sees each agent's average response time for the selected period. The team average on the dashboard stays; this table shows each person.
What is it for?
- See who replies faster and who is slower
- Compare today, the last 7 days, the last 30 days, or a custom range
- Follow individual service without relying only on the team average
How to use it
- In the menu, open Reports
- Choose Average response time
- Select the period
- The table lists the agent's name and the average for that range
The figure uses only manual team replies. Anyone with no reply in the period is left out of the table.
Benefits
- Individual performance sits with the other reports
- It is easier to recognize who stands out and coach who needs support