Measure agent and team performance in Messello

The agent and team reports show how work is distributed and how quickly each person and group responds, so you can coach fairly and balance capacity.

Open the performance reports

1. Go to Reports in the sidebar at app.messello.com.
2. Select Agents for per-person metrics or Teams for group-level metrics.
3. Pick a date range with the picker at the top right.

Per-agent metrics

The agent report lists each teammate with the numbers that matter for output and speed.

• Conversations handled — how many conversations the agent participated in or resolved.
• First response time — how quickly the agent sends the first reply.
• Resolution time — average time to close conversations they own.
• Resolutions — total conversations marked resolved in the period.

Reading workload

Compare conversations handled across agents to spot imbalance. If one agent carries far more volume, redistribute assignments or adjust routing rules. Pair volume with response time: high volume plus fast responses is strong performance; high volume plus slow responses usually signals overload, not laziness.

Team-level metrics

The team report rolls the same metrics up by team, which is the fairest way to compare groups that handle different channels or products. Use it to see whether one team's resolution time is trending up and needs more headcount or better macros.

Tips

• Look at medians, not just averages — one long overnight conversation can distort an agent's average.
• Filter by inbox to compare agents doing similar work, rather than mixing chat and email queues.
• Review weekly rather than daily so one quiet day doesn't misrepresent a person.
• Use resolutions alongside satisfaction scores so you reward quality, not just speed.

Performance numbers are best used for coaching and staffing, not raw leaderboards. Context — channel, complexity, shift — always matters.

For the big-picture view, see Understand your Messello reports. To connect speed with quality, read CSAT surveys and AI deflection.