Agent Reports are documents created by contact centres or customer service organisations to track and analyse the performance of individual customer service agents. These reports offer insights into how agents handle customer interactions, their productivity, and their adherence to key performance indicators (KPIs) and metrics. They include data on interaction volume, duration, and quality, helping identify areas of strength and improvement. Agent Reports also assist in workforce management and resource allocation by highlighting peak call times and ensuring compliance with policies and regulations. Effectively using these reports can lead to enhanced agent performance, improved customer service, greater operational efficiency, and data-driven decision-making.