A practical guide to the gorgias team performance report (2025)

You’re staring at your Gorgias dashboard, coffee in hand, getting ready to make sense of this week's numbers. The stats are all there: First Response Time (FRT) is holding steady, Resolution Time is down a bit, and CSAT is... well, it's fine. But you're left with that nagging feeling: how do you actually improve these numbers? How do you turn a static report into a real strategy that moves the needle?

The Gorgias team performance report is a fantastic place to start for understanding how your support team is doing. It gives you a snapshot of who’s handling what and how quickly. But a snapshot is just that, a single moment in time.

Let’s dig into the key metrics in your Gorgias team performance report, what they’re really telling you, and where the report can leave you hanging. More importantly, we'll look at how smart AI automation can help you stop just tracking metrics and start dramatically improving them.

What is the Gorgias team performance report?

Think of the Gorgias team performance report as your team’s report card. It’s a built-in analytics tool designed to help you measure how effective your support agents are. Gorgias says its main job is to help leaders spread the workload more evenly, spot individual strengths, and find areas where team members might need a little extra coaching.

You’ll find it inside the broader Support Performance statistics section in Gorgias, where it breaks down data by individual agents, busiest hours, and different channels. While all of that is useful, most managers spend their time looking at the agent-specific reports, trying to figure out who their top performers are and why.

A screenshot of the Gorgias agent analytics dashboard, which is a key component of the Gorgias team performance report.

The report is great at giving you the "what", what happened last week, who closed the most tickets, and how fast your team responded. It's a solid tool for diagnosing issues. But it often leaves you to figure out the "why" and the "how" all on your own. Why are resolution times slowly creeping up? And how can you make everyone as efficient as your top agent? That's where things get tricky.

Key metrics in the Gorgias team performance report and how to interpret them

Before you can start improving your numbers, you need to understand what they're actually telling you. Let's break down the main metrics you'll find in the report and what they signal about your team's health.

Productivity metrics: How much is getting done

These metrics give you a feel for your team's output and efficiency.

• Closed Tickets & % of Closed Tickets: This is the raw count of tickets an agent resolves in a certain period. It’s a simple measure of output. While a high number seems good on the surface, it doesn't tell you anything about how complex those tickets were. An agent who handled 100 simple password resets isn't automatically more "productive" than one who resolved 20 tricky technical issues.

• Messages Sent: This one tracks the total number of replies an agent sends. A high count could mean they're being thorough and communicative, which is great. But it could also be a sign of inefficiency. If it takes an agent ten messages to solve a simple problem, that’s a lot of back-and-forth that can frustrate both the customer and the agent.

• One-Touch Tickets: This is the percentage of tickets solved with just a single reply from an agent. This is a golden metric for efficiency. A high one-touch ticket rate means your agents are nailing the solution on the first try. These are often the best types of tickets to automate because they point to predictable problems with clear-cut answers.

Timing metrics: How fast are you moving

Speed really matters in customer support. These numbers tell you how quickly your team is getting back to customers and actually solving their problems.

• First Response Time (FRT): This is the median time it takes for an agent to send that first reply to a customer. In today's world, nobody likes waiting. As Gorgias even points out in their own CX report blog, customers think "immediate" means under 10 minutes. A high FRT is a huge source of customer frustration and a common reason for low satisfaction scores.

• Resolution Time (RT): This measures the median time from when a customer first sends a message to when their issue is marked as resolved. Long resolution times can be a red flag. They might mean your agents don't have the info they need at their fingertips, your internal processes are a bit clunky, or the problems are just too complex for a quick fix.

Quality metrics: How do customers feel

This is the ultimate measure of how your customers feel about the support they just received.

• Average CSAT: This is the average score from your post-interaction surveys, giving you a direct line to the customer's voice. The catch? CSAT is a lagging indicator. It tells you how you did yesterday, but it doesn't give you a clear roadmap for doing better tomorrow.

Limitations: What the standard Gorgias team performance report doesn't tell you

Here’s the thing about the Gorgias report: it's great at showing you what is happening, but it often falls short of explaining why. This is the gap where most teams get stuck, staring at charts and numbers without a clear plan of action.

It shows you an agent's workload, not the systemic issues. The report might show that one agent has a low "closed tickets" count. Your first thought might be that they're underperforming. But the report doesn't show you that they're drowning in a sea of repetitive "Where is my order?" (WISMO) tickets, which stops them from getting to the more valuable, complex issues. The report flags the symptom (low output), not the root cause (no way to deflect easy tickets).

It measures speed, but doesn't help you get faster. You can see your FRT is sitting at two hours, and you know that’s too long. But what does the report suggest you do about it? The default answer is often to just hire more agents to handle the volume. This turns an efficiency problem into a headcount problem, which isn't a scalable or cheap solution.

It highlights your top performers without helping everyone else. The report is great at pointing out your star agents. But it can't clone them. It doesn't give you a way to bottle up their knowledge, speed, and consistency and share it across the whole team, especially with new hires who are still trying to find their feet.

This is where you have to look beyond just reporting. Instead of just tracking metrics, what if you had a system that actively and automatically improved them for you?

How AI automation elevates your Gorgias team performance report metrics

AI automation isn't about replacing your agents. It's about giving them superpowers. It takes the repetitive, soul-crushing tasks off their plates so they can focus on what people do best: solving tough problems and building real customer relationships. By integrating a smart AI platform like eesel AI directly with your existing Gorgias setup, you can fill in the gaps left by standard reporting and start seeing real performance gains.

Automatically resolve repetitive tickets to free up your team

A massive chunk of your support volume comes from the same handful of questions asked over and over. You know them well: WISMO, return policy questions, and basic product inquiries. These are perfect candidates for AI.

An eesel AI Agent can be set up to handle these Tier 1 questions instantly, 24/7. It connects directly to your Gorgias account and gets right to work. This immediately gives your key metrics a boost:

• FRT and RT: The AI responds and resolves in seconds, not hours, which brings your overall averages way down.

• Agent's Closed Tickets: With all the noise from repetitive tickets gone, your human agents can focus on closing more complex issues, which makes their productivity numbers in the Gorgias report look much better.

An example of a conversational AI assistant improving the Gorgias team performance report by handling a common e-commerce query instantly.

What makes eesel AI so effective is that it learns from your own knowledge, your past Gorgias tickets, macros, and help center articles. This means its answers are accurate, on-brand, and tailored to your business from day one.

Improve agent speed and quality with an AI copilot

The next puzzle is making every agent as good as your best one. An AI Copilot works as a real-time assistant for your team, right inside the Gorgias interface.

The moment an agent opens a ticket, eesel AI drafts a response based on your company's historical data and knowledge sources. This helps them work faster and makes sure every customer gets a consistent, high-quality answer. This directly impacts:

• Resolution Time: Agents aren't stuck typing the same answers over and over. They can review, tweak, and send in a fraction of the time.

• CSAT: Consistent, accurate, and fast answers are the secret recipe for happy customers.

• Onboarding: New hires no longer have to spend hours digging for information. The Copilot guides them, helping them perform like seasoned pros from their very first week.

Gain actionable insights with advanced simulation and reporting

Instead of just looking at past performance, eesel AI lets you see into the future. With its simulation mode, you can test your AI setup on thousands of your historical Gorgias tickets before you ever turn it on for live customers. This gives you a precise forecast of your potential automation rate, how much you could save, and how much your key metrics will improve. It’s a risk-free way to build confidence and prove the value of automation.

A view of the simulation mode in an AI tool, which helps improve the Gorgias team performance report by testing automation on historical tickets.

On top of that, eesel's analytics go beyond simple ticket counts. The dashboard pinpoints knowledge gaps by showing you exactly which questions the AI couldn't answer. This gives you a clear, data-driven list of what to add to your help center next, creating a virtuous cycle of improvement.

A quick look at Gorgias pricing

Since this is an overview, it's worth touching on pricing. Gorgias’s pricing model is mostly based on the number of "billable tickets" your team handles each month. They offer several tiers, from a Starter plan for small businesses to an Enterprise plan for larger operations.

One key thing to know is that their AI Agent is often sold as an add-on, with pricing based on each conversation it fully resolves. For example, on many plans, you might pay an extra $0.90 for every automated resolution. While that sounds small, it can add up fast and create unpredictable costs, especially during busy seasons. You end up paying more as you get better at automation.

Table based on info from Gorgias's pricing page. Please check the official Gorgias pricing page for the most up-to-date details.

This is a different approach from platforms like eesel AI, which offer transparent, predictable pricing based on features and capacity, not fees for every resolution.

Move from viewing the Gorgias team performance report to actively improving it

The Gorgias team performance report is a valuable tool for getting a baseline of your customer support operations. It tells you where you are right now. But to really level up, you need to move from passively looking at reports to actively making things better.

That means tackling the root causes of inefficiency, the repetitive questions that burn out your team, the information silos that slow down resolutions, and the inconsistencies that frustrate customers.

AI automation is the most powerful and scalable way to solve these challenges. By augmenting your existing Gorgias helpdesk with a tool like eesel AI, you can go live in minutes without having to rip out your current setup. You'll not only see your numbers in the performance report get better, but you'll also build a more resilient, efficient, and happier support team.

Ready to transform your Gorgias team performance report?

Curious to see just how much faster and more efficient your team could be?

Connect your Gorgias account to eesel AI and run a free, no-risk simulation on your past tickets. In minutes, you’ll see your potential automation rate and ROI, and get a clear picture of how AI can turn your performance reports into a success story.