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
Section titled “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
Section titled “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
Section titled “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.
Call metrics
Section titled “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 to set up call records.
Related
Section titled “Related”The Dashboard has an Agent Performance table with the chat metrics for everyone at once, next to the AI’s numbers.