Agents Performance
The Agents Performance page gives supervisors a per-operator view of control-room throughput, speed and availability. It answers questions like "who is resolving the most events?", "how quickly are events being acknowledged and resolved?" and "who is online right now?".
It is a tab of the supervisor toolbox page at /more, which has no sidebar entry (why) — only operators with the Supervisor role, in control rooms with the Advanced Alarm Handling module, can reach it.
Opening the page
- Sign in as a Supervisor.
- Go to /more in the address bar, then open the Agents Performance tab.
The page loads every control-room operator for your control room, including those with no activity in the window (so you can see who has been idle).
Choosing the window
A chip row at the top selects the reporting window:
| Range | Shows |
|---|---|
| 7 days | The last week of activity |
| 30 days | The last month (default) |
| 90 days | The last quarter |
Click Refresh to reload the current window.
Summary strip
Above the table, a summary strip totals the headline numbers for the window:
- Online now — operators with an active session right now.
- Resolves — events resolved across all operators.
- Dispatches — dispatches initiated across all operators.
- Calls — manual and AI calls initiated across all operators.
The table
Each row is one operator. A coloured dot next to the name shows whether they are currently online.
| Column | Meaning |
|---|---|
| Operator | Operator name and role, with an online indicator |
| Actions | Total actions the operator logged in the window |
| Resolves | Events the operator resolved |
| Calls | Manual + AI calls the operator initiated |
| Dispatches | Dispatches the operator initiated |
| Escalations | Escalations to call / to operator |
| Notes | Operator notes added |
| Mean ack | Average time from event creation to the operator opening it |
| Mean resolve | Average time from event creation to the operator resolving it |
| Online | Total time online in the window |
| Last seen | When the operator was last active |
Action counts (resolves, calls, dispatches, escalations, notes) are aggregated from the operator action log. Mean time-to-acknowledge and time-to-resolve are derived from event ownership and resolution timestamps. Online time and "last seen" come from operator sessions, so they populate as operators sign in to the desktop app.
Exporting
To export the full table as a CSV or PDF, open CleverOps → Performance & Reports → Reports and generate the Operator / agent performance report. The exported report is stored and can be re-downloaded for 7 days or emailed to recipients. See Export Reports in the CleverOps documentation.