The customer wants detailed reports on agent performance and customer satisfaction.

Salesforce's Reports & Dashboards tool is specifically designed to provide detailed analytics on various operational metrics, including agent performance and customer satisfaction. This tool allows organizations to create customized reports and dashboards that visualize data effectively, helping managers monitor and analyze performance trends and make informed decisions based on real-time data.

References: https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm