# Human agents

> See chat and call performance for each person on your team, for any period.

Source: https://docs.message24.net/owners/account/human-agents/

The Human Agents page shows how each person on your team is doing: how many conversations they handled, how quickly they responded, and, if you use the call center integration, their calls.

Open **Settings > Human Agents**. Only admins can see this page.

## Choose a period

Use the period buttons at the top: **Today**, **7d**, **This month**, **30d** or **90d**, or pick exact start and end dates. The page opens on **This month**.

## The team list

Each team member with activity in the period is listed with their role and three headline numbers: **Conversations**, **Calls** and **Closed**. The busiest people are at the top.

People with no activity in the period are grouped under **No activity this period**. Select it to show them.

Select a person to open their full profile.

## Chat metrics

These come from replies your team sends by hand and the sessions they close. AI replies are not counted.

| Metric | What it counts |
| --- | --- |
| **Conversations** | Conversations where this person sent at least one reply |
| **Messages** | Replies this person sent |
| **Closed** | Sessions opened in the period that this person closed |
| **First response** | Median and 90th percentile time from a session opening to the first reply, for sessions this person closed |
| **Resolution** | Median and 90th percentile time from a session opening to its last message, for sessions this person closed |

Hover over the info icon next to any metric for its exact definition.

:::tip
The first response and resolution times only include sessions the person closed. Ask your team to close conversations when they are done, using **Close** in the Inbox, so these numbers reflect their work. See [Close a conversation](/owners/daily/inbox/#close-a-conversation).
:::

## Call metrics

If your business sends phone system call records to Message24, each profile also shows **Calls**, **Answered**, **Missed**, **Outbound**, **Callbacks**, **Avg call** and **Total talk**.

Calls are matched to a person through their phone extension. If a person has no extension mapped, their profile says so and links to the call center source settings where you can map it.

**Unmapped extensions** at the bottom of the page lists extensions that took calls in the period but aren't linked to anyone. Their calls don't appear in any profile until you map them.

See [Call center](/owners/integrations/call-center/) to set up call records.

## Related

The [Dashboard](/owners/daily/dashboard/) has an **Agent Performance** table with the chat metrics for everyone at once, next to the AI's numbers.