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
Weekly performance data by agent makes new agent metrics visible alongside the rest of the team. Ramp-up deviations show up within the first week, not the first month.
- New agent starts handling conversations.
- Weekly digest shows their CSAT and response time alongside team benchmarks.
- Team lead identifies ramp-up issues in week 2, not week 6.
Should new agents be in the same performance view as experienced agents?
It depends on your coaching philosophy. Including them in the full view creates peer benchmarks that can be motivating. You can also filter the Intercom Reports export to compare new agents against other new agents from prior cohorts.
What metrics matter most during ramp-up?
CSAT and first response time are the key signals. Resolution time and reopen rate are secondary — they often normalize as agents become more familiar with your product.