> For the complete documentation index, see [llms.txt](https://docs.cekat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cekat.ai/en/chat/new-analytics-session-based/human-agent-analytics.md).

# Human Agent Analytics

**Human Agent Analytics** shows how your human agents are performing, based on the sessions they've handled. Every metric is there to help you evaluate each agent's response speed, productivity and customer satisfaction.

<figure><img src="https://3693109682-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FZNZlvyOVkZXyd3pz2Cql%2Fuploads%2F9Bq64qzTQDMZEgZ0wjWL%2FScreenshot%202025-11-13%20at%204.37.32%E2%80%AFPM.png?alt=media&#x26;token=85a99f81-6965-4d16-b907-25ab48c2937e" alt="" width="563"><figcaption></figcaption></figure>

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**1. Agent Performance Overview**

This section shows three key metrics: **First Response Time**, **Average Response Time** and **Resolution Time**. All three are based on sessions handled by human agents, and show how quickly agents send their first reply, respond to later messages, and resolve conversations.

**2. Customer Satisfaction Score**\
Shows the average **rating** from all customers, based on the reviews they leave after a session ends.

**3. Agent Performance Comparison**\
Compare every agent's performance in one table. Each row shows an agent's data, such as sessions assigned (**Assigned Session**), sessions resolved (**Resolved Session**), messages sent (**Messages Sent**), and timing metrics like **First Response Time**, **Average Response Time** and **Average Resolve Time**. You can also see each agent's SLA compliance (as a percentage) and average CSAT rating.