Support Agent Productivity Template
Tracks tickets per hour, reopen rate and a quality-adjusted throughput per agent per week, with rankings and team averages.
Support Agent Productivity Template is a free Excel workbook: 4 sheets, 294 live formulas and realistic sample data throughout, 18 KB as .xlsx.
The formulas are printed on this page, unedited, so you can check the method before downloading anything. Swap in your own numbers and the whole file recalculates — which is the part no chat window can hand you. Opens in Excel, Google Sheets, Numbers and LibreOffice; no add-in and no macro.
A look inside
This is a real slice of the Data sheet from the actual file — not a screenshot, and not a mock-up. Cells shown in violet are live formulas, exactly as they arrive.
| # | Week start | Agent | Tickets closed | Hours worked | Reopens | CSAT avg | Tickets / hour |
|---|---|---|---|---|---|---|---|
| 2 | 2026-07-27 00:00:00 | Amira K. | 64 | 35 | 5 | 4.05 | =C2/D2 |
| 3 | 2026-07-27 00:00:00 | Ben O. | 82 | 30 | 7 | 4.30 | =C3/D3 |
| 4 | 2026-07-27 00:00:00 | Chloe R. | 91 | 37.50 | 10 | 4.56 | =C4/D4 |
| 5 | 2026-07-27 00:00:00 | Dev P. | 73 | 37.50 | 2 | 4.55 | =C5/D5 |
| 6 | 2026-07-27 00:00:00 | Eleanor S. | 110 | 40 | 8 | 4.41 | =C6/D6 |
| 7 | 2026-07-27 00:00:00 | Femi A. | 75 | 35 | 2 | 4.40 | =C7/D7 |
| 8 | 2026-07-27 00:00:00 | Grace T. | 52 | 30 | 1 | 4.26 | =C8/D8 |
| 9 | 2026-07-27 00:00:00 | Hamza M. | 120 | 40 | 2 | 4.29 | =C9/D9 |
What’s in the file
What it explains
- Tickets per hour rewards the wrong behaviour
- CSAT is averaged by ticket, not by week
- Rank on the adjusted number, coach on the components
Download it
The workbook is free with a DataHub Pro account. Free accounts download three templates and keep them forever — re-downloading one you already have never counts again. Pro accounts get all 201.
Related templates
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<a href="https://www.datahubpro.co.uk/excel-templates/support-agent-productivity">Support Agent Productivity Template</a> — free Excel template from DataHub Pro
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