> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ringingo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# User Performance: Individual Agent Scorecards

> The User Performance report aggregates per-agent metrics: talk time, AHT, ACW, break time, and CSAT for coaching and KPI tracking.

The User Performance report is Ringingo's individual agent scorecard. It aggregates per-agent metrics including total calls handled, average handle time, average call duration, total ACW time, break time, and CSAT (where post-call surveys are enabled). Supervisors use it for performance reviews, coaching sessions, and KPI target tracking.

## Open the report

<Steps>
  <Step title="Navigate to Reports">
    Click **Reports** in the side navigation.
  </Step>

  <Step title="Select User Performance">
    Scroll to the lower tile section and click **User Performance**.
  </Step>

  <Step title="Apply filters and search">
    Set the date range and (optionally) a specific user, then click **Search**.
  </Step>
</Steps>

## Filters

| Filter     | How to use it                                           |
| ---------- | ------------------------------------------------------- |
| Start Date | Beginning of the reporting period.                      |
| End Date   | End of the period (defaults to end of the current day). |
| User       | Leave blank for all agents, or select a specific user.  |

## Key metrics

| Column          | Description                                           |
| --------------- | ----------------------------------------------------- |
| Agent Name      | Full name of the agent.                               |
| Total Talk Time | Cumulative time actively speaking with contacts.      |
| AHT             | Average Handle Time (talk plus wrap-up).              |
| Calls Handled   | Total calls answered or made in the period.           |
| ACW / Wrap-Up   | Time on post-call tasks after each call.              |
| Utilisation %   | Percentage of logged-in time on active calls.         |
| Break Time      | Time in break codes across the period.                |
| CSAT            | Average post-call CSAT score, if surveys are enabled. |

<Note>
  Click the export icon (top-right share button) to download the report as Excel or CSV.
</Note>