Admin can closely monitor the agents and tickets performance by checking the average response time of the tickets from customs reports. Average response time is one of the key performance indicators in a helpdesk system. This metric enables to see if the overall support performance is improving or declining.
You can generate and schedule reports by navigating to Reports / Custom Reports and select report based on "Ticket Performance". Select the date range and check the "Avg. Response Time" from the fields, then generate reports.
The generated reports can be downloaded as an excel file or mail the report to yourself and others. The generated report type could be scheduled on an hourly, daily, weekly or monthly basis.