Connect to IntercomTrack New Agent Ramp-Up in Intercom
A new agent's first 60 days are when they need the most coaching and the most visibility. Their CSAT ratings and response times are a ramp-up health check — and catching problems in week 3 is much better than catching them in week 8.
The ad hoc ramp monitoring approach
- 1Team lead checks in with new agents regularly.
- 2Pull their CSAT and response time data monthly.
- 3Adjust training or support resources based on findings.
The problem: Monthly data is too lagged to catch ramp-up problems while there is still time to correct them in the onboarding period.
With Supportman
New agents receive the same Friday personal DM as the rest of the team — conversations replied to, median first reply, median time to close, and emoji ratings — so ramp-up deviations show up in week 2, not week 6.
- New agent starts handling conversations.
- Friday DM shows their stats alongside what team leads see for experienced reps.
- Real-time CSAT alerts tagged to the new agent surface coaching moments as they happen.
Ramp-up problems show up in week two, not week eight — Supportman DMs new agents their Friday stats and posts their CSAT ratings to Slack in real time.
Should new agents be in the same performance view as experienced agents?
It depends on your coaching philosophy. The Friday DM gives new agents the same metrics as everyone else — team leads can compare against experienced reps' numbers for context.
What metrics matter most during ramp-up?
CSAT and median first reply are the key signals. Median time to close is secondary — it often normalizes as agents become more familiar with your product.