brand logo side menu close
Products
menu-arrow
Solutions
menu-arrow
Enterprise
Resources
menu-arrow
Help Desk Tour
Integrations
Pricing
menu brand logo
get a demo

Measure What Matters. Optimize Team Performance.

Track key support metrics like First Contact Resolution, response times, and time to closure—giving you the insights to coach agents, spot bottlenecks, and deliver faster resolutions.
Get a Demo
darwinbox Dartmouth Planned Parenthood_Customer Logo Pinewood School_Customer Logo loanlogics Medipulse North Country Healthcare_Customer Logo Whirlpool_Customer Logo Improved Racing_Customer Logo Slam_Customer Logo Sonny's BBQ_Customer Logo Minnnetronix_Customer Logo renoworks_Customer Logo darwinbox Dartmouth Planned Parenthood_Customer Logo Pinewood School_Customer Logo loanlogics Medipulse North Country Healthcare_Customer Logo Whirlpool_Customer Logo Improved Racing_Customer Logo Slam_Customer Logo Sonny's BBQ_Customer Logo Minnnetronix_Customer Logo renoworks_Customer Logo darwinbox Dartmouth Planned Parenthood_Customer Logo Pinewood School_Customer Logo loanlogics Medipulse North Country Healthcare_Customer Logo Whirlpool_Customer Logo Improved Racing_Customer Logo Slam_Customer Logo Sonny's BBQ_Customer Logo Minnnetronix_Customer Logo renoworks_Customer Logo

Flying Blind Without Performance Data Hurts Your Support Team

Without clear visibility into agent performance, support managers struggle to identify bottlenecks, coach effectively, or prove team value. Are response times slipping? Which agents need support? What's causing resolution delays?

Performance Metrics That Drive Results

HappyFox Performance Reports give you instant clarity on the metrics that matter—FCR, response times, and closure rates—broken down by agent and category. No more guesswork. Just actionable insights to drive continuous improvement.

FCR

First Contact Resolution

The percentage of resolved tickets where an agent solves a customer's issue with only one reply.

Speed

Average First Response Time

The average time taken by agents to send the first response to a ticket.

Efficiency

Average Time to Closure

The average time taken by agents to move a ticket to a completed status.

Get a Demo

Performance Insights That Help You Lead Smarter

Get the Big Picture Instantly

Summary Pane - Your Performance at a Glance

The Summary Pane gives you a quick overview of your help desk's overall performance statistics. See FCR rates, average first response time, average response time, and average time to closure—all calculated based on your selected categories and time range.

Get the Big Picture Instantly

Understand How Each Category Performs

Performance by Category

Get a quick overview of how different ticket categories stack up across key performance metrics. Toggle between FCR, average response time, average first response time, average responses to closure, and average time to closure to spot trends and identify areas for improvement.

Deep Dive into Category Performance

Track Individual Agent Performance

Performance by Agent

See how each agent performs across all key metrics. Use the dropdown to toggle between FCR, response times, and closure metrics to identify top performers and agents who may need additional coaching or support.

Track Individual Agent Performance

Deep Dive into Category Performance

Expanded Category View

Visualize the distribution of categories across all performance metrics in a tabular format for quick comparison. Search for specific categories and sort by any metric to find the highest or lowest values. Supports up to 100 categories.

Deep Dive into Category Performance

Detailed Agent Performance Analysis

Expanded Agent View

Compare agents side-by-side across FCR, average first response time, average response time, average time to closure, average responses, and average responses to closure. Search for specific agents and sort to identify performance patterns. Supports up to 200 agents.

Detailed Agent Performance Analysis

Explore Other HappyFox Reporting Features

Omnichannel ticketing - Omnichannel Dashboard for Agent Productivity
Omnichannel Ticketing
Automatically convert incoming email, voice calls, social media messages, and chat into structured tickets in a single dashboard for streamlined support
Learn More arrow
Task Management
Task Management
Keep support operations on track by breaking complex tickets into tasks, ensuring nothing falls through the cracks.
Learn More arrow
scheduled
Scheduled Tickets
Automate creation of recurring tickets for routine maintenance, follow-ups, or periodic tasks based on predefined schedules.
Learn More arrow
View All Features

Frequently Asked Questions

How do I set up a Performance Report?
arrow
Navigate to Reports >> Performance from the Main Menu. Choose your desired categories, select a ticket activity filter (by creation or update date), and pick your time period. The report will automatically populate with your performance statistics.
What's the difference between ticket creation and ticket update filters?
arrow
Ticket Creation filters show tickets created during your selected time period, while Ticket Update filters show tickets that had any activity during that period—giving you flexibility in how you analyze performance.
How is First Contact Resolution (FCR) calculated?
arrow
FCR represents the percentage of resolved tickets where an agent solved the customer's issue with only one reply—a key indicator of agent effectiveness and customer satisfaction.
Can I compare performance across different categories?
arrow
Yes! The Performance by Category widget lets you toggle between metrics like FCR, response times, and closure times to compare how different ticket types are being handled.
How many agents or categories can I view in the expanded reports?
arrow
The expanded category view supports up to 100 categories, while the expanded agent view supports up to 200 agents. You can use search and sort functionality to quickly find specific data.

For Industries

happy
arrow arrow arrow arrow
Terms Privacy Cookie Policy Cookie Settings Status Security GDPR CCPA Request Form

Copyright ©2026 HappyFox Inc. All rights reserved.