Team Tab

When you create an analytics report for a certain date range, the Team tab provides metrics for specific teammates during that time. Track performance week-over-week to ensure you're meeting your response time goals and more.

To see all metrics, click on the 3 dots on right hand side of the table to add more columns:

• Reaction time/average reaction
• Conversations
• Messages per conversation
• Total messages
• Total sent
• Replies sent (table metric)
• Handle time
• Average first response 
• Average response time 
• Average resolution time 
• Resolved conversations 
• First reaction
• Messages composed
• Replies sent (infographic)
• All row
• Teammate row

Report Dashboard - Team Tab

See metrics definitions

N/A

Some of the metrics in this tab follow business hours, meaning that they are only counted if they occur within your set business hours — see each linked metric for details.