What capability in Zendesk allows managers to monitor agent performance?

Monitoring agent performance is vital for managers to ensure quality support and operational efficiency within Zendesk. The ability to oversee agent performance metrics and resolutions allows managers to track various key performance indicators (KPIs) such as response times, resolution times, ticket volumes, and customer satisfaction ratings. This data provides insights into individual and team performance, helping identify areas for improvement, training opportunities, and recognizing high-performing agents.

While other options may touch upon aspects of agent management, they do not provide a direct and comprehensive way to monitor performance. For instance, issuing tickets pertains more to workflow than performance monitoring, customer feedback, while important for understanding customer satisfaction, does not specifically measure agent performance metrics. Restricted access to information can affect operational capabilities but does not relate to performance tracking. Overseeing metrics and resolutions directly aligns with the goal of monitoring and enhancing agent performance.