All your agent performance. Actually in real time.
Real-time performance monitoring deeper than Explore.
Track AHT, CSAT, FCR-and the nuance Explore misses. Compare solver-only CSAT vs any-touch CSAT; first-touch after assignment vs first assignment only with Qvasa Professional.
Slice performance any way you work
Start free with core Zendesk attributes. Upgrade to filter by any custom field, org field, agent group, or even text fields-so you can isolate the tickets that drag performance down.
Agent dashboards they can actually use
Spin up self-serve dashboards that auto-filter to the agent who’s logged in. Reps see only their own AHT, solves, CSAT … and managers stay out of the permission-wrangling business.
Alerts before KPIs become escalations
Free alerts catch backlog spikes hourly. Professional watches any metric every minute and routes alerts to Slack, email, or SMS. Auto-ack prevents noise; manual mode keeps pinging until fixed.
What you get on Professional & Enterprise
| 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 |