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How To leverage reports for team performance analytics

In the Team Performance Analytics, you can assess the overall performance of your team as well as view detailed metrics for each agent. This information enables you to track key performance indicators and make data-driven decisions to enhance your team's efficiency and productivity.

Team Performance Analytics

To see the report, please follow these steps below:

Step 1: Click at Reports from the sidebar.

Step 2: In Traffic section, click Performance to see the report of the team and each member.

Definition of key metrics​

To better understand the metrics used in team performance analytics, here are some definitions:

  • Median First Response: The average time it takes to send the initial response to a customer's message.
  • Median Response: The average time taken to provide subsequent replies to the customer during the conversation.
  • Median Time to Close: The average duration from the start of a conversation to its closure, measuring the overall response time until resolution.

The metrics used in team performance analytics

Table of detailed agent performance​

This table provides detailed performance metrics for each individual agent, allowing you to analyze their performance and identify areas for improvement. The table includes the following fields:

  • Agent: The name or identifier of the agent.
  • Replies: The total number of replies made by the agent within conversations.
  • Participated: The total number of conversations in which the agent has actively participated.
  • Closed: The total number of conversations closed by the agent.
  • Median First Response: The median time it takes for the agent to send the first response.
  • Median Response: The median time it takes for the agent to respond to subsequent messages within conversations.
  • Median Time to Close: The median time it takes for the agent to close conversations.

Table of Detailed Agent Performance

By reviewing this table, you can assess individual agent performance, identify high-performing agents, and provide targeted feedback or training to agents who may need improvement.