Per-agent performance reports and a better mobile app

See how each agent is performing

A new Agents report shows how everyone on your team is doing over any date range. For each agent you can see how many conversations they handled, how many replies they sent, how many they closed, and how quickly they got back to people. Summary tiles and a ranking chart make it easy to spot who is carrying the load and where response times are slipping. Scope the report to a single team when you need a closer look. Available to admins.

Notifications and quick help on mobile

The mobile app now has its own Notifications tab, with a badge so you can see when something needs your attention at a glance. We also added a Help Center link to your profile, so answers are one tap away.