A practical guide to the Gorgias team performance report (2026)

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 looking good, and CSAT is solid. But you're looking for that extra edge: How do you actually improve these numbers even further? How do you turn a robust 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 clear snapshot of who’s handling what and how quickly. It is a reliable foundation for any data-driven support lead.

Let’s dig into the key metrics in your Gorgias team performance report, what they’re really telling you, and how you can build upon them. 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 vital health check. It’s a built-in analytics tool designed to help you measure how effective your support agents are. Gorgias has built this to help leaders spread the workload more evenly, celebrate individual strengths, and find areas where team members might benefit from extra support or 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. Most managers value the agent-specific reports, which highlight top performers and help maintain a high standard of service across the board.

The report is excellent at providing the "what" - what happened last week, who closed the most tickets, and how fast your team responded. It's a comprehensive tool for monitoring your team's success. To take it to the next level, you can use these insights to determine "how" to make everyone as efficient as your top agent. That's where additional tools can help.

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 success.

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 count of tickets an agent resolves in a certain period. It’s a core measure of output. Gorgias makes it easy to see who is handling the bulk of the volume, which helps in balancing the workload across the team.

• Messages Sent: This tracks the total number of replies an agent sends. A high count often means they're being thorough and communicative, ensuring customers feel heard. It's a great way to see which agents are most engaged with your customer base.

• One-Touch Tickets: This is the percentage of tickets solved with just a single reply from an agent. This is a brilliant metric for efficiency. A high one-touch ticket rate means your agents are providing the right solution immediately. These are often great tickets to consider for automation because they point to common questions with clear-cut answers.

Timing metrics: How fast are you moving

Speed is a hallmark of great customer support. These numbers tell you how quickly your team is getting back to customers and resolving their inquiries.

• First Response Time (FRT): This is the median time it takes for an agent to send that first reply. In 2026, customers expect quick engagement. Gorgias helps you keep a close eye on this, as maintaining a low FRT is key to high 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. Gorgias provides this data so you can see where processes are working well or where agents might need more resources to solve complex problems faster.

Quality metrics: How do customers feel

This is the ultimate measure of the customer experience your team provides.

• Average CSAT: This is the average score from your post-interaction surveys, giving you a direct line to the customer's voice. Gorgias integrates this beautifully, allowing you to see how your team's performance translates into real customer happiness.

Opportunities for growth: Getting more from your Gorgias team performance report

While the Gorgias report is exceptional at showing you the data, it is designed to be the starting point for your strategy. Here is how you can use that data to drive even better results.

It identifies high-volume areas for improvement. The report might show that certain agents have a high volume of repetitive "Where is my order?" (WISMO) tickets. This is a great insight! It shows you exactly where you can deflect easy tickets using Gorgias's own automation or complementary AI tools, allowing those agents to focus on more rewarding, complex issues.

It sets the baseline for speed improvements. If you see your FRT is higher than your goal, the Gorgias report gives you the data you need to justify new strategies. Instead of just adding headcount, you can look at the report and decide if implementing an AI solution is the right way to help your existing team handle the volume more effectively.

It highlights your top performers so you can scale their success. The report is fantastic at identifying your star agents. Once you know who they are, you can look at their methods and use AI tools to share their knowledge, speed, and consistency across the whole team, which is especially helpful for training new hires.

This is where you can look to enhance your reporting. Instead of just tracking metrics, you can use a system that works alongside Gorgias to actively and automatically improve them.

How AI automation elevates your Gorgias team performance report metrics

AI automation is a powerful way to give your agents superpowers. It takes the repetitive 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 with your mature Gorgias setup, you can see even greater performance gains.

Automatically resolve repetitive tickets to free up your team

A significant portion of support volume often comes from a handful of frequent questions. 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 seamlessly to your Gorgias account. This immediately boosts your key metrics:

• FRT and RT: The AI can respond and resolve in seconds, which helps keep your overall averages incredibly low.

• Agent's Closed Tickets: With repetitive tickets handled, your human agents can focus on resolving more complex issues, making their productivity numbers in the Gorgias report look even more impressive.

eesel AI works by learning from your own knowledge, your past Gorgias tickets, and help center articles. This ensures its answers are accurate, on-brand, and tailored to your specific business needs.

Improve agent speed and quality with an AI copilot

Another way to boost performance is to assist every agent in real-time. An AI Copilot works as a supportive assistant for your team, operating right within the Gorgias interface.

The moment an agent opens a ticket, eesel AI can draft a response based on your company's data. This helps them work faster and ensures every customer gets a high-quality, professional answer. This directly impacts:

• Resolution Time: Agents can review and send drafts in a fraction of the time, rather than typing from scratch.

• CSAT: Fast and accurate answers are the best way to keep CSAT scores high.

• Onboarding: New hires get immediate guidance, helping them perform like seasoned pros much sooner.

Gain actionable insights with advanced simulation and reporting

Beyond historical data, you can also look at potential future gains. With simulation mode, you can test AI setups on your historical Gorgias tickets before going live. This gives you a clear forecast of your potential automation rate and how much your key metrics will improve. It’s a great way to build confidence in your automation strategy.

Furthermore, analytics can point out knowledge gaps by showing you which questions are trending. This gives you a data-driven list for your next help center update, creating a cycle of continuous improvement.

A look at Gorgias pricing in 2026

Gorgias offers a structured pricing model designed to grow with your business. They provide several tiers, from a Starter plan for small teams to an Enterprise plan for large-scale operations.

Gorgias's AI Agent is available as a specialized add-on, with pricing based on resolved conversations. This usage-based approach means you pay for the value the AI provides.

Plan	Starting Price (Monthly)	Included Tickets/mo	AI Agent Cost
Starter	$10/mo	50	$1.00 / resolved conversation
Basic	$50/mo	300	$0.90 / resolved conversation
Pro	$300/mo	2,000	$0.90 / resolved conversation
Advanced	$750/mo	5,000	$0.90 / resolved conversation

Table based on current industry info. Please check the official Gorgias pricing page for the most up-to-date details.

For teams looking for different options, platforms like eesel AI offer predictable pricing based on features and capacity, providing another way to manage your automation budget.

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

The Gorgias team performance report is an essential tool for establishing a baseline for your customer support. It tells you exactly where you stand. To reach the next level, you can use these insights to actively enhance your operations.

By identifying repetitive questions and information gaps, you can build a more resilient and efficient support team.

AI automation is a highly effective way to meet these challenges. By augmenting your reliable Gorgias helpdesk with a tool like eesel AI, you can enhance your workflow in minutes. You'll not only see your numbers in the performance report improve, but you'll also create a more empowered and productive support environment.

Ready to transform your Gorgias team performance report?

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

Connect your Gorgias account to eesel AI and run a no-risk simulation on your past tickets. You’ll quickly see your potential automation rate and get a clear picture of how AI can turn your performance reports into a major success story for 2026.