Skip to main content

How To Leverage Reports For Team Performance Analytics

An effective customer support team is essential to delivering great customer experiences. Chative provides detailed reports on team and individual performance, helping you optimize operations and elevate service quality.

To access Team Performance Analytics, follow these steps:

  1. In your Chative workspace, go to the Reports tab from the sidebar.
  2. In the Performance section, select Performance to open the team-level report.
  3. Toggle between team-wide data and individual agent insights using the provided dashboard views.

Let’s dive into how to monitor and enhance your team's performance.

1. Team Performance Report​

Evaluate the overall performance of your support team, particularly in terms of response time and resolution efficiency.

Team Performance Report

What to focus on​

  • Start with Median First Response to see how quickly the team replies to the first customer message.
  • Look at Median Response to assess how well the team maintains ongoing communication.
  • Review Median Time to Close to understand how long it takes the team to resolve issues.
  • Use Replies, Participated Conversations, and Closed Conversations to compare engagement and effectiveness across team members.

How to use it effectively​

  • Provide training or adjust workloads for agents with slower response times.
  • Recognize high-performing team members and promote knowledge sharing.
  • Track weekly trends to evaluate improvements or identify bottlenecks.

2. Individual Agent Performance Report​

Monitor individual performance in detail to provide timely coaching, feedback, and personalized targets.

Individual Agent Performance Report

What to focus on​

  • Use Replies to understand how actively each agent is engaging.
  • Track Participated Conversations to see how many cases each agent handles.
  • Review Closed Conversations to assess each agent’s resolution ability.
  • Compare timing metrics to identify strengths or gaps in performance.

How to use it effectively​

  • Support agents with longer response or resolution times.
  • Set clear, tailored KPIs based on actual metrics.
  • Use the data to enable transparent evaluations and informed recognition.

Best Practices for Using These Reports​

  • Review reports regularly (weekly or monthly) to track progress and catch potential problems early.
  • Compare individual data with team averages to identify who may need support or could serve as a role model.
  • Use real-time performance insights to make informed decisions on training, scheduling, or workflow improvements.