Analytics - the Team tab

Overview

The Team tab reports on the individual performance of your teammates during the selected date range according to the filters you set when creating this report. Some of the metrics here follow business hours, meaning that they are only counted if they occur within your set business hours - see each metric below for details on that.


Team metrics

The three main metrics at the top display the teammates who have the lowest reaction time, most conversations, and most replies sent. When on the Current toggle, you will see color-coded metrics and arrows comparing the current date range to the previous date range; blue for improved performance, orange for worsened performance, and gray for the same.

See the following section for how each metric is calculated:

Reaction time

Conversations

Replies sent


Teammate table

The teammate table contains metrics for each person who has data during the selected date range, ordered from most conversations to fewest conversations.

Conversations

In the context of this table, this metric is the total number of segments where a teammate took at least one of these actions: assigning, reassigning, archiving, Send & Archive an outbound reply. Other actions such as composing a new message, commenting, tagging, moving, and snoozing do not count into this metric.

Follows business hours: No

Messages per conversation

This is the average number of messages per conversation that the user took action on as explained in the above Conversations section. It is the total number of messages divided by the total number of conversations.

Follows business hours: No

Average reaction

This is the average reaction time taken on the conversations attributed to each teammate. The actions that accrue reaction time are: assigning/reassigning to a teammate, and Send & Archive an outbound reply. The average reaction is calculated by taking the sum of the individual reactions times and dividing by the total number of reactions in the conversations.

Take note here that these actions do not accrue reaction time: a standalone Send without archiving, a standalone Archive, unassigning, assigning to yourself, snoozing.

For example:

  1. John (customer) sends a message to your team@ inbox.
  2. After 12hGreg (manager) manually assigns it to Anna.
  3. Anna quickly Send & Archives in 30 mins.

In this case, Greg's reaction time is 12h, and Anna's reaction time is 30 mins.

Follows business hours: Yes

First reaction

This is the average first reaction time, which is determined by the time it takes for a teammate to send out the very first reply in a segment. New outbound messages are not factored into this metric; only the first replies are counted. This is calculated by taking the sum of all first reply reaction times and dividing by the total number of first reactions in the conversations. It’s also included into the Average reaction metric.

Follows business hours: Yes

Total messages

This is the total number of messages (inbound, outbound new, outbound reply) within the conversations that have the previously-listed teammate actions.

Follows business hours: No

Total sent

This is the total number of messages sent by the teammate, calculated by adding up all the individual new outbound messages and outbound replies.

Total sent = Replies sent + Messages composed

Follows business hours: No

Replies sent

This is the total number of messages that are replies to inbound messages, and do not include new outbound messages.

Follows business hours: No

Messages composed

This is the total number of new outbound messages created by the teammate and the first outbound message that starts a new segment in a previously inactive conversation.

Follows business hours: No

All row

This top row is a unique sum of the metrics on this table, meaning that each segment is counted once in this row. The same segment may be counted into to multiple teammates’ counts due to the actions they took on it, but it will only show one time in the All row. Thus, the total Conversations count in this row may be less than the total of adding up each individual teammate’s Conversations number.

The following columns are calculated as averages: Messages per conversation, Average reaction, First reaction

The following columns are counted as sums: Total messages, Total sent, Replies sent, Messages composed

Teammate rows

There may be multiple teammates that took action on the same segment which counts them into this table, such as one teammate who assigned the conversation to someone and another teammate who replied, so the segment will count into both teammates’ Conversations column. Thus, the total Conversations count in the All row may not match the total of adding up each individual teammate’s Conversations number.

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