Evaluating the number of closures per agent is not enough to assess an agent's performance. An agent may believe that he or she has solved the customer’s problem and therefore solved the conversation, but it may be different from the customer’s point of view, who may reopen the conversation. You should review the number of reopened conversations.
To allow you to take into account both the number of closures and reopenings, the system introduces the concept of consolidated closure. A consolidated closure corresponds to a closed conversation that has never been reopened or to a conversation that has already been reopened but which is closed at the time of the consultation (Consolidated closures = Closures - Reopenings). If sorting on the Consolidated closures column reveals agents with a number of reopenings equal to or close to the number of closures, this might be due to one or both of the following problems: