Reports — Team Performance
URL:
/ou/{orgId}/reports/team
1. Specific Filters
| Filter | Options |
|---|---|
| User | All users (or a specific user) |
2. KPIs (Key Metrics)
| Metric | Description |
|---|---|
| Assigned to the team | Total assigned conversations |
| To resolve | Conversations awaiting action |
| Resolved | Completed conversations |
| Time to first response (24/7) | Average time to first response (24h format) |
| Average response time (24/7) | Overall average response time (24h format) |
3. Charts
3.1 Overall Team Performance
Display toggles:
| Mode | Description |
|---|---|
| With activity | Active members only |
| All members | Full team |
Sub-views:
| Mode | Description |
|---|---|
| Volume | Number of conversations |
| Activity | Engagement level |
| Response times (Working hours) | Metrics during business hours |
3.2 Members Table
| Column | Description |
|---|---|
| Member | Team member name |
| Schedule | Configured working hours |
| Assigned | Assigned conversations |
| To resolve | Pending |
| Resolved | Completed |
| Worked | Total worked |
| Templates | Templates used |
| After hrs. | Interactions outside working hours |
| 1st resp. | First response time |
| Avg. resp. | Average response time |
| Resolution | Resolution time |
3.3 Conversations by Date
Time-series chart of the team's conversation volume.
3.4 Most Common Assistance Hours
Heatmap/histogram of peak support hours.
4. Empty State
Charts and table show: "No data for the selected period and filters".