Zendesk Agent Performance Analytics in Real-Time
Monitor Zendesk agent metrics deeper than Explore. Track AHT, CSAT, FCR, and resolution times by agent with real-time updates.
Compare solver-only CSAT vs any-touch CSAT; first-touch after assignment vs first assignment only with Qvasa Professional.
Zendesk agent analytics that go deeper than Explore
Slice Zendesk agent performance any way you work
Start free with core Zendesk attributes. Upgrade to filter by any custom field, org field, agent group, or text field—so you can isolate the tickets dragging agent performance down.
Zendesk agent dashboards they can actually use
Spin up self-serve Zendesk dashboards that auto-filter to each agent. Reps see only their own AHT, solves, CSAT—and managers stay out of the permission-wrangling business.
Zendesk alerts before KPIs become escalations
Free alerts catch Zendesk backlog spikes hourly. Professional watches any agent metric every minute and routes alerts to Slack, email, or SMS. Auto-ack prevents noise; manual mode keeps pinging until fixed.
Zendesk Agent Performance Features by Plan
| Basic | Professional | Enterprise | |
|---|---|---|---|
| Features | Free / Essentials | Request a Demo | Request a Demo |
| Real-time Zendesk sync | Included | Included | Included |
| Historical backfill (pre-install) | Not included | Not included | Included |
| Agents table (selectable metric columns) | Not included | Included | Included |
| Core ticket KPIs (volume, backlog, channel mix) | Included | Included | Included |
| Agent performance metrics (AHT, solves, CSAT by solver) | Not included | Included | Included |
| Advanced time metrics (FTT after assign, 1st assign only) | Not included | Included | Included |
| AI Inferred CSAT | Not included | Not included | Included |
| Date range (install forward) | Included | Included | Included |
| Standard Zendesk attrs filters | Included | Included | Included |
| Limited custom fields (checkbox / dropdown / multiselect) | Included | Included | Included |
| Full field filtering (all custom, text, org, groups…) | Not included | Included | Included |
| Hourly backlog & wait-time alerts | Included | Included | Included |
| Any-metric alerts w/ advanced filters | Not included | Not included | Included |
| High-frequency alert checks (down to 1-min) | Not included | Not included | Included |
| SMS alert channel | Not included | Included | Included |
| Auto-acknowledge / manual escalation | Included | Included | Included |
| Saved custom dashboards per team / manager | Not included | Included | Included |
| Viewer-filtered agent dashboards | Not included | Included | Included |
| CSV export | Not included | Included | Included |
| API access | Not included | Not included | Included |