Team performance report

Overview

The Team Performance report is the ideal place to monitor your team productivity, identify when your team is overloaded, and help you make the right decisions to best serve your customers. You can understand how each of your teams perform and the volume of conversations each person participates in.

To learn more about when and why to use this report for your team, click here.


Report sections

Main Metrics cards

Features

  • Three Main Metrics cards are featured here to call out the metrics that had the biggest changes from the previous time period.
  • Click the gear icon at the top right of this section to select which metrics you want to display, listed below.
  • Each card displays the name of the metric, the current measurement, and the change compared to the previous period.
  • Click on each metric to see the metric details-- how it was calculated and which conversations were counted into the metric.

List of metrics

  1. Messages sent
  2. Reply time (avg)
  3. First reply time (avg)
  4. Total reply time (avg)
  5. Handle time (avg)
  6. Archived with reply
  7. Archived conversations
  8. Active teammates

Busiest Times heatmap

Features

  • The Busiest Times heatmap shows when your busiest times are, populated from the metric data you choose. Use this heatmap to help determine when you may need more staffing.
  • Click the dropdown menu to choose which metric you want to view as a heatmap. The full list of metrics is below.
  • A color legend on the top right shows the range for the metric, with darkest being the most busy.
  • Top times allow you to pinpoint hotspots by listing the four busiest times from your heatmap.
  • The heatmap shows your business hours by default. To see all 24 hours, click the Popout button to see the heatmap in its own window.
  • Click on each metric to see the metric details-- how it was calculated and which conversations were counted into the metric.

List of metrics

  1. New conversations
  2. Messages received
  3. Messages sent
  4. Active teammates

Team Performance table

Features

  • The Team Performance table shows the performance of each teammate on specific metrics.
  • Use the search bar to find a specific teammate.
  • The first row in the table is a team average of all teammates in the table.
  • Click the gear icon at the top right of this section to select which metrics you want to display, listed below.
  • Customize how many rows you'd like to display on each page using the Rows per page on the bottom left.
  • Click to more pages using the arrows and numbers on the bottom right.
  • Click on each metric to see the metric details-- how it was calculated and which conversations were counted into the metric.

List of metrics

  1. Reply time (avg)
  2. First reply time (avg)
  3. Total reply time (avg)
  4. Handle time (avg)
  5. Reaction time (avg)
  6. First reaction time (avg)
  7. Messages sent
  8. Replies sent
  9. Messages sent (excluding replies)
  10. Archived conversations
  11. Assigned conversations
  12. Touched conversations
  13. Archived with reply
  14. SLA breaches (when assignee)
  15. Satisfaction score (%)

Instructions

Set up a new report view by following this guide.

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  • How can the Busiest Times heatmap be removed? Our team would like a simple view of only Messages Sent by Teammate.

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  • Amber Jones Hey Amber, it's not possible for users to disable/hide the Busiest Times heatmap. We can submit a feature request to our Product team to minimize it from your view. 

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