Understanding the team performance dashboard in analyst copilot (EAP)

<body>
<p id="docs-hc-snippet" style="display: none;">Analyst copilot features a prebuilt dashboard to help you evaluate the efficiency of your agents and customer satisfaction with their tickets.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_with_explore_all">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Explore Light, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the team performance dashboard in analyst copilot to track agent efficiency and customer satisfaction with tickets. You can review solved tickets, reply and resolution times, requester wait time, group and assignee activity, and CSAT scores. Filter reports by date, group, assignee, brand, channel, form, or organization to spot trends and compare team performance.</p>
</div>

<div class="body">

<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> This feature is currently in an Early Access Program (EAP). You
can <a class="xref" href="https://community.zendesk.com/zendesk-eap-agentic-analytics-154/how-do-i-sign-up-for-the-agentic-analytics-eap-21701" target="_blank">sign up for the EAP here</a>.</div>
</div>
<p class="p">Analyst copilot features a prebuilt dashboard to help you evaluate the efficiency of your
agents and customer satisfaction with their tickets.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="acp_dashboard_support_team_performance__ul_eqn_fxl_hjc">
<li class="li"><a class="xref" href="#topic_hkt_cxl_hjc">Accessing the Support: Team performance dashboard</a></li>
<li class="li"><a class="xref" href="#topic_tcf_dxl_hjc">Understanding the Support: Team performance dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hkt_cxl_hjc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Support: Team performance dashboard</h2>
<div class="body">
<p class="p">You can access the Support: Team performance dashboard from the analyst copilot home
page using the following procedure:</p>
<p class="p"><strong class="ph b">To access the Support: Team performance dashboard</strong></p>
<ol class="ol" id="topic_hkt_cxl_hjc__ol_y3f_y3l_hjc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Analytics</a>, click the Home (<img class="image" id="topic_hkt_cxl_hjc__topic_o24_d3p_hvb_image_ovd_jsv_4xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_dashboard.png" width="16">) icon
in the sidebar.</li>
<li class="li">On the analyst copilot home page, search for, then click <strong class="ph b">Support: Team
performance</strong>.<p class="p">The dashboard opens on the Efficiency tab.</p>
<p class="p"><img class="image" id="topic_hkt_cxl_hjc__image_qlt_hh5_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_9.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tcf_dxl_hjc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Support: Team performance dashboard reports</h2>
<div class="body">
<p class="p">The Support: Team performance dashboard contains the following tabs:</p>
<ul class="ul" id="topic_tcf_dxl_hjc__ul_tmf_vjl_hjc">
<li class="li">
<strong class="ph b">Efficiency</strong>: Contains reports that help you analyze how many tickets are
being solved, and how quickly.</li>
<li class="li">
<strong class="ph b">Satisfaction</strong>: Contains several reports that help you track customer
satisfaction with their submitted tickets.</li>
</ul>
<p class="p">All reports can be filtered by ticket solved date, ticket group, assignee name,
ticket brand, ticket channel, ticket form, and ticket organization name.</p>
<p class="p"><img class="image" id="topic_tcf_dxl_hjc__image_lw3_t13_3jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_dash_filter_perf.png" width="800"></p>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_sn5_crs_hjc">
<h3 class="title topictitle3" id="ariaid-title4">Understanding the efficiency tab reports</h3>
<div class="body">
<p class="p">The efficiency tab contains the following reports:</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_adm_kps_hjc">
<h4 class="title topictitle4" id="ariaid-title5">Efficiency tab headline metrics</h4>
<div class="body">
<p class="p">This tab displays the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_adm_kps_hjc__ul_vnm_qps_hjc">
<li class="li">
<strong class="ph b">Solved tickets</strong>: The total number of tickets solved.</li>
<li class="li">
<strong class="ph b">First reply time median</strong>: The median time from when the ticket was
first created until an agent first replied. </li>
<li class="li">
<strong class="ph b">Full resolution time median</strong>: The median time from the creation of
a ticket until it was closed or solved.</li>
<li class="li">
<strong class="ph b">Requester wait time median</strong>: The median time that tickets spent in
the new, open, or on-hold status.</li>
<li class="li">
<strong class="ph b">Group stations average</strong>: The average number of groups a ticket was
assigned to.</li>
<li class="li">
<strong class="ph b">Assignee stations average</strong>: The average number of agents a ticket
was assigned to.</li>
</ul>
<p class="p"><img class="image" id="topic_adm_kps_hjc__image_ikp_rps_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_608.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_fh2_lps_hjc">
<h4 class="title topictitle4" id="ariaid-title6">Efficiency tab reports</h4>
<div class="body">
<p class="p">The Efficiency tab contains the following reports:</p>
<ul class="ul" id="topic_fh2_lps_hjc__ul_gnc_cqs_hjc">
<li class="li">
<strong class="ph b">Solved tickets by date</strong>: A line chart displaying the number of
tickets solved over the selected date range.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_ejx_hqs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_610.png" width="750"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by full resolution time brackets</strong>: A bar chart displaying
full resolution times for tickets bracketed by various time
periods.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_mmp_v1t_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_821.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by last assignment to resolution time</strong>: A bar chart
displaying times from the last assignment to when they were resolved for
tickets bracketed by various time periods.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_spn_z1t_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_822.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by requester wait time brackets</strong>: A bar chart displaying
the time that tickets spent in the new, open, or on-hold statuses
bracketed by various time periods.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_fbd_dbt_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_823.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">First reply and assignment time median over time</strong>: A column chart
that compares the median first reply time and the median first
assignment time over the date range you select.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_omd_3bt_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_824.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Full resolution and requester wait time median over time</strong>: A
column chart that compares the amount of time it took to solve a ticket,
and the median time a ticket spend in the new, open, or on-hold status.
over the date range you select.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_jfs_mbt_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_825.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by agent replies brackets</strong>: A donut chart displaying the
bracketed percentage of agent replies for tickets.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_ef2_d2t_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_826.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Agent replies average over time</strong>: A column chart displaying the
average number of agent replies and the total number of tickets solved
on a daily basis. You can hover over a data point to see the exact
results for a day.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_gth_g2t_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_827.png" width="700"></p>
</li>
<li class="li">
<strong class="ph b">Tickets by group stations brackets</strong>: A donut chart displaying the
number of groups that tickets were assigned to.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_lkc_k2t_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_828.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Assignee and group stations average over time</strong>: A column chart
displaying the average number of tickets that were assigned to agents
and the average number of groups associated with each ticket.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_igs_n2t_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_829.png" width="700"></p>
</li>
<li class="li">
<strong class="ph b">Assignee activity</strong>: A table displaying your agents and their
activities including the number of tickets they solved, and reply
times.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_f4v_s2t_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_830.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Group activity</strong>: A table displaying your ticket groups and their
activity including total tickets, solved tickets, and resolution
times.<p class="p"><img class="image" id="topic_fh2_lps_hjc__image_i4h_x2t_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_831.png" width="800"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_gv1_frs_hjc">
<h3 class="title topictitle3" id="ariaid-title7">Understanding the Satisfaction tab reports</h3>
<div class="body">
<p class="p">The satisfaction tab helps you take a closer look at customer satisfactions
(CSAT) scores for your tickets. </p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_pwt_sps_hjc">
<h4 class="title topictitle4" id="ariaid-title8">Satisfaction tab headline metrics</h4>
<div class="body">
<p class="p">The satisfaction tab contains the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_pwt_sps_hjc__ul_ng4_vps_hjc">
<li class="li">
<strong class="ph b">Satisfaction score</strong>: The percentage of tickets rated as good from
the total number of rated tickets.</li>
<li class="li">
<strong class="ph b">Good satisfaction tickets</strong>: The number of tickets rated as
good.</li>
<li class="li">
<strong class="ph b">Bad satisfaction tickets</strong>: The number of tickets rated as
bad.</li>
<li class="li">
<strong class="ph b">Satisfaction rated ration</strong>: The percentage of tickets that
received either good or bad from the total number of surveyed
tickets.</li>
</ul>
<p class="p"><img class="image" id="topic_pwt_sps_hjc__image_o3w_yps_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_609.png" width="650"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested3" id="topic_xxm_tps_hjc">
<h4 class="title topictitle4" id="ariaid-title9">Satisfaction tab reports</h4>
<div class="body">
<p class="p">The satisfaction tab contains the following reports:</p>
<ul class="ul" id="topic_xxm_tps_hjc__ul_in1_kqs_hjc">
<li class="li">
<strong class="ph b">Good vs bad satisfaction tickets</strong>: A donut chart displaying the
number of good and bad satisfaction rated tickets both with and without
comments.<p class="p"><img class="image" id="topic_xxm_tps_hjc__image_lxk_4qs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_611.png" width="350"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score and rated tickets by date</strong>: The number of rated
tickets against the percentage satisfaction score they received over the
selected date range.<p class="p"><img class="image" id="topic_xxm_tps_hjc__image_t33_jzs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_816.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score by group (top 10)</strong>: A bar chart displaying the
top 10 groups by satisfaction score.<p class="p"><img class="image" id="topic_xxm_tps_hjc__image_a4w_nzs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_817.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score by brand</strong>: A bar chart displaying the top 10
brands by satisfaction score.<p class="p"><img class="image" id="topic_xxm_tps_hjc__image_dlc_szs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_818.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score by channel</strong>: A bar chart displaying your ticket
channels by satisfaction score.<p class="p"><img class="image" id="topic_xxm_tps_hjc__image_rz4_vzs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_819.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score and rated tickets by month (12 months
unfilterable)</strong>: A line chart displaying the number of rated
tickets against the percentage satisfaction score they received over the
last 12 months.<p class="p"><img class="image" id="topic_xxm_tps_hjc__image_g1q_zzs_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/it_asset_dash_820.png" width="800"></p>
</li>
</ul>
</div>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10782805242522",
"url": "https://support.zendesk.com/hc/en-us/articles/10782805242522",
"headline": "Understanding the team performance dashboard in analyst copilot (EAP)",
"description": "You use the team performance dashboard to review agent efficiency and customer satisfaction, with tabs and reports for solved tickets, response times, and CSAT scores.",
"articleSection": "Using analyst copilot",
"datePublished": "2026-05-18T18:11:41+00:00",
"dateModified": "2026-08-13T22:28:40.325668+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10782805242522"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Reporting and analytics",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298856346"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>