📍 Where to Find It
Go to Analyze > Agent Performance in your BrandBastion dashboard.
What You Can Track
🔹 Key Metrics (Per Agent + Overall)
Replies sent: Total number of responses issued (directly on the dashboard)
Average response time: How fast agents respond, on average (directly on the dashboard)
Hidden comments: Number of comments agents have hidden (via csv download)
Archived comments: Number of comments marked as no further action needed (via csv download)
📊 Directly on the dashboard
Replies sent: Total number of responses issued
Average response time: How fast agents respond, on average
Replies sent per agent: Total number of responses issued by that agent
Average response time per agent: How fast that agent responded, on average
📊 Summary Report (csv download)
Use the summary report for a quick snapshot of your team’s output:
Total replied-to comments
Hidden + archived volumes
Average response time per agent
💡 Use this view to compare performance across agents at a glance.
📁 Detailed Report (csv download)
Drill down into every message replied to:
Agent name: Who sent the reply
Response content: Full message text
Timestamp: When the comment was replied to
Post details: Link and context of the original comment
📌 Perfect for QA reviews or coaching sessions.
When to Use This
Weekly team performance reviews
One-on-one coaching and training
Spot-checking high-priority brand moments
Tracking SLAs for support or community teams