Helpdesk Agent Performance & Workload Distribution

Luminary Cloud Support Analytics | 90-Day Rolling Window | Last Updated: Jan 15, 2025

Team FCR Rate
73.8%
+2.1% vs prior 90d
Workload Gini Index
0.37
+0.06 (inequity spike)
Avg Handle Time
31.2m
P50: 28m | P95: 62m
Schedule Adherence
89.3%
+1.8% vs target
Avg Tickets/Agent/Shift
38.4
Range: 18-64
Team CSAT (weighted)
4.31
+0.09 vs prior 90d

Agent Performance Ranking — FCR-Adjusted Throughput

# Agent Name Tier Tickets (90d) FCR Rate Complexity Score Handle Time (min) CSAT Status
1 Priya N. T1 Tech 289 88% 71 34 4.62 Top Performer
2 Kenji S. T2 Integrations 147 82% 84 48 4.51 Top Performer
3 Alicia R. T1 General 342 79% 52 26 4.38 Strong
4 Jordan L. T1 Tech 298 76% 63 31 4.29 Strong
5 Sofia M. T1 General 319 72% 48 29 4.21 Average
6 Dev P. T2 Billing 134 69% 76 44 4.18 Average
7 Emma T. T1 General 287 68% 44 30 4.12 Average
8 Marcus D. T1 General 312 61% 38 27 3.94 Coaching Target

Handle Time Percentile Distribution (Minutes)

Ticket Complexity Score Distribution by Agent

FCR Rate vs Ticket Volume (Agent Positioning)

T1 General
T1 Tech
T2 Integrations
T2 Billing

Workload Distribution Gini Index (90-Day Trend)

Spike on Day 12: 8 agents reassigned from T1 General → T1 Tech, causing inequity surge from 0.31 → 0.41

Training Impact Delta — Coaching Intervention Cohorts

FCR Rate change pre/post coaching (cohorts of 6-8 agents, 30-day measurement window)

Escalation Origination Rate by Agent

Re-open Origination Rate by Agent