> For the complete documentation index, see [llms.txt](https://docs.enate.net/enate-help/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.enate.net/enate-help/work-manager/work-manager-2021.1/reports/operations-performance-overview/agent-performance.md).

# Agent Performance

#### Agent Performance

Throughput, handling time, utilisation and how each agent spends their day. As noted under *Row-Level Security*, this tab is scoped to the logged-in manager's reporting line (i.e. you see your own team, not the wider operation).

<figure><img src="/files/lP4jSLs915ZHKhFuMX9P" alt=""><figcaption></figcaption></figure>

&#x20;                                                            *Agent Performance tab.*

**KPI cards**

* **Work Items Resolved Per User -** average items resolved per agent across the team - a throughput-per-head measure.
* **AHT in Hrs -** average handling time per item for the team.
* **% Utilisation -** share of tracked working hours that was productive (not break or downtime).
* **% Productivity -** share of the working day spent on actual work, including time logged in Enate and related work done outside the system.

**Visuals**

* **Agent Leaderboard -** per-agent table of items resolved, utilisation %, productivity %, SLA % and AHT.
* **Time Allocation Breakdown -** stacked columns showing how time splits across Working, Ad Hoc, Break, Downtime, Outside Enate, Feedback, Meeting and Training. Drills month → week → day.
* **Responsible Agents -** agents ranked by how many work items they picked up.
* **Active Users Trend -** daily active agents over time; dips can indicate leave, absence or access issues.


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