Agent Guide
This guide is for people in the USER role — staff who own KPI tickets, respond to intake requests, and log their own activity.
What you'll do here
- Handle tickets assigned to you (from customer intake)
- Self-log your own KPI activity (work you did that should count toward scoring)
- Chat with customers
- Close tickets when the work is done
Two kinds of tickets
| Kind | How it gets there | What you do |
|---|---|---|
| Intake ticket | A customer (internal or external) filed it via the Submit Ticket page. An admin assigned you, or you were picked at submission. | Chat with the customer, do the work, mark it Closed. |
| Self-logged ticket | You create it yourself for work you've already done (the kind that counts for KPI scoring but didn't come through intake). | Open the New Ticket form, fill the fields, submit. |
Both kinds end up on your My Profile page.
Self-logging a ticket
- Click New Ticket in the top nav.
- Pick the Ticket Date with the date picker.
- Pick your KPI Type — the picker is grouped by KPI Group; only types your department is allowed to log appear.
- Fill the metric fields the type requires:
- rr (response/resolution rule): response time (min), resolution time (min).
- submit (cutoff rule): submit time (hh:mm).
- project (project count): a number.
- accuracy: response accuracy %, data accuracy %.
- acr (1-5 scores): FRT, Attendance, Finding, Backlog, Teamwork, Obedience.
- IC rules: completion %, find date/time + close date/time, etc.
- If the date is a weekend or a recorded holiday, the form warns you. Tick "Count as weekend/holiday work" if it should still count toward KPI scoring; otherwise leave it off and the ticket will be excluded.
- Click Submit Ticket.
The form remembers your country/department from your assignment — you don't pick those.
Handling an intake (customer) ticket
You get a ticket when:
- Customer picked you directly at submission, or
- An admin assigned the pending ticket to you.
You'll get an email "Ticket assigned: …" with a link.
From My Profile
- Open My Profile → My Tickets tab.
- Tickets show their Status badge (New / On Progress / Closed).
- Click the pencil icon on a row to open the ticket edit page.
The ticket edit page
The page has two halves:
- Edit form — Ticket Date, Department, KPI Type, Description, Status. The metric fields for responseTimeMin and resolutionTimeMin are hidden on intake tickets — they auto-fill (see below). You can change the Status dropdown forward only: New → On Progress → Closed. Going back is not allowed.
- Discussion — chat with the customer. Two badges at the top:
- First response — how long after assignment your first reply landed.
- Resolution — how long after submission the ticket was closed.
Replying to the customer
Type a message in the Discussion box and click Send.
- Your first reply automatically writes the First Response time into the ticket metrics. If the ticket was New, sending also flips it to On Progress.
- The clock for First Response starts when you were assigned the ticket, not when the customer submitted it. So time spent in the unassigned queue doesn't count against your response time.
- The customer sees your reply on their status page the next time they refresh.
Closing a ticket
Two paths:
- Chat first, then close: chat normally, then on the edit form set Status to Closed and click Update Ticket. The system records the close time and writes the Resolution metric.
- Close without chatting (e.g. you handled it offline / a quick fix): on the edit form set Status to Closed and click Update Ticket. The system treats the close itself as your first response — both First Response and Resolution get the same duration.
A closure email is sent to the customer.
After closing or rejecting
The Update Ticket form locks once the status is Closed or Rejected. You'll see a banner explaining that field updates are locked. You can still send chat messages on a closed ticket if needed.
If you closed or rejected something by accident, click Re-open Ticket to move it back to On Progress. The requestor is notified by email, and you can update the details as needed.
How your score is calculated
Each ticket type has a Rule that decides what counts as a pass. Common ones:
- rr — both response time and resolution time must be within their SLA targets (set per KPI Type by an admin). Score = weighted average.
- acr — six 1-5 ratings; the weighted average becomes the score.
- accuracy — response accuracy % and data accuracy % vs. their targets.
- submit — the submit time must be earlier than the cutoff for that day.
Working hours and your country's holiday calendar are honored for time-based calculations. Tickets dated on a weekend or holiday are excluded unless you ticked "Count as weekend/holiday work".
You can see your aggregated scores under My Profile → Monthly Performance with breakdowns by KPI group and KPI type.
Frequently asked
I can't see a KPI Type that I should be able to log. Your department admin hasn't assigned that KPI Type to your department yet. Ask an admin.
A ticket I closed yesterday shows "Not recorded" for First Response. The chat never recorded a first reply (the messages may have come from a path that didn't trigger it). New tickets going forward record it correctly; legacy tickets can be backfilled by an admin running a script.
Can I reassign a ticket to someone else? Not yet through the UI. Ask an admin to reassign it on your behalf.
Can I edit a closed ticket's description? No — closed tickets lock all fields. The chat stays open.
My weekend ticket isn't counting. Either tick "Count as weekend/holiday work" on the ticket, or have it dated to a working day. Without the tick, working-day filter excludes it.