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Team performance

Performance analysis is one of the most important metrics that allows businesses to keep track of their team and agents' activities. In the dashboard, you will be able to see the team and agents' overview performance.

Besides the Contact and Conversation report, the team performance report shows how many conversations are taken care of by your agents, how quickly they respond, and how the individual members of the teams are performing.

You will find the team report by going to Reports > Performance > Team. These metrics can be filtered by date ranges between the last 7 days, 30 days, 60 days, and 90 days at the top corner. At this, you will find the data related to:

  • Team performance
  • Agent performance

Team performance

The first three charts in this report show the team performance median time in the chosen time range.

  • Median First Response Time: The median time the team took to reply to the conversations' first message
  • Median Response Time: The median time the team took to reply to customer messages
  • Median Close Time: The median time the whole team took to close the conversation.

Agent performance

Next, in the second part of the team performance, you will be able to view each agent's productivity report, which are:

  • Replies: Total Number of messages sent to customers
  • Participated: Total Number of conversations where your agent sent a reply, including assigned and unassigned conversations.
  • Closed: Number of conversations closed by the agent
  • Median First Response Time: The median time the agent took to reply to the conversations' first message
  • Median Response Time: The median time the agent took to reply to customer messages
  • Median Close Time: The median time the agent took to close conversations

💡 Median is the middle value. For example, if you have five response times of 1, 3, 4, 5, and 6 minutes, your median response time is 4 minutes (the middle value).

Bot Agent Performance

In ChativeIO, chatbot is treated exactly like a human agent. Information about bot’s performance will be found in the performance report.