For the complete documentation index, see llms.txt. This page is also available as Markdown.
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).
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.
