Question: In order to assess customer service agent performance, which of the following reports should you look at?
- Ticket close total by rep
- Ticket totals over time
- Ticket totals by source
- Knowledge base article views
Explanation
The Ticket Close Total by Rep report tracks how many tickets each agent resolves, providing a direct measure of individual performance. HubSpot Service Hub uses this data to evaluate efficiency, workload, and productivity. Monitoring this report helps identify high-performing agents and areas where additional training may be needed. It links agent activity to customer experience outcomes.
Why the other options are incorrect
Ticket totals over time: Shows overall volume trends, not individual agent performance.
Ticket totals by source: Indicates where tickets originate, unrelated to rep performance.
Knowledge base article views: Reflects self-service usage, not agent effectiveness.
Source for verification
HubSpot Service Hub Reporting on Tickets
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