We’ve redesigned our Team performance report to give you a more comprehensive and accurate understanding of performance for both individual teammates and the team's inbox. The metrics are curated specifically through the teammate and team lens, ensuring that only relevant data is considered.

We've split our original Team performance report into two separate reports for more targeted insights.

This new report features a dynamic teammate filter, allowing swift and easy selection of the individuals you wish to report on. All metrics will adjust automatically based on the chosen filter. For instance, when considering "conversations replied to", the report will narrow down to the number of unique conversations where the selected teammate responded to a customer within the specified date range.

Additionally, we've incorporated all available attributes for filtering within the report. This includes standard data, conversation data, people data, and company data.

We have updated the responsiveness metrics used in this report in order for you to better measure how quickly teammates are responding to issues, while also filtering out uncontrollable delays such as time spent in a bot inbox or a queue.

We have added new productivity metrics to provide you with data to better gauge the overall output of your teammates, aiding in a more informed assessment of efficiency.

To provide a more comprehensive understanding of customer experiences, we've added a new section featuring two customer satisfaction metrics. These metrics enable you to gauge the quality of service provided by teammates.

The teammate performance overview table provides a quick snapshot of each team member's key metrics in single view. It allows easy comparison of individual performances, highlighting standout contributors and areas needing improvement. We have added more key metrics to this table for a more comprehensive comparison.

The new report introduces a team assigned filter, enabling quick and straightforward selection of the team inboxes you wish to evaluate. This reflects the team that was historically assigned to a conversation at the time of a particular action. For instance, "closed conversations" refers to the number of unique conversations where the selected team was assigned to the conversation at the time it was closed.

Additionally, we've incorporated all available attributes for filtering within the report. This includes standard data, conversation data, people data, and company data.

The new team inbox responsiveness metrics enable you to more accurately gauge how swiftly a team responds to issues once they are assigned to their team inbox, excluding delays like time spent in a bot inbox or a queue.

The team inbox volume metrics provide customers with a clear understanding of the workload for a specific inbox, tracking the number of conversations assigned, replied to, and closed. These insight aids in effective workload management and resource allocation.

The Team inbox performance overview table offers a concise summary of the key metrics for each team inbox in one consolidated view. This design facilitates easy comparison between team inboxes, pinpointing areas that are functioning well and those that require attention.

Q. What will happen to the old “team performance report"?

A. The “Team Performance” Report will still be accessible via a link in the banner of the new reports. There is no set date as to when this report will be deprecated as of yet. The longer term plan will be to remove it as a pre-built report option but allow you to recreate it exactly as is from a Custom Report. If you would like to keep this report in your side navigation, then you can still add it to my favourites feature.

Q. Why are the responsiveness metrics in the new report showing different values to the responsiveness metrics in the old report?

A. The two reports use two completely different sets of responsiveness metrics:

Q. How are these metrics different?

A. The two sets of metrics differ as they use a different timestamp for the starting point of the calculation.

Example:

A. They also differ as they use a different timestamp to determine which conversations get included in the data range of the chart

Example:

Q. Why can’t I find the “bot include/exclude” filter in the new reports?

A. Bot inclusion/exclusion has now become a characteristic of time based metrics themselves, rather than a distinct filter. Additionally, as highlighted in the previous explanation regarding the distinction of metrics, all metrics in the new reports automatically exclude bot time by default.

Q. Why doesn't the summary row value add up to the sum of all the rows?

A. The 'Summary' row is a roll-up of key metrics, recalculated at an aggregate level. It is not a sum or average of the values in the table. This approach ensures the most accurate and relevant insights for overall performance. Take, for instance, the 'Conversations Assigned' metric, which represents the count of unique conversations assigned. The summary row displays the total number of unique conversations assigned over the specified date range, following the metric's definition. If it was to sum up the values in the rows below it, then it would most likely have a higher count as a single conversation might be assigned to multiple teammates.

Q. How are the conversations per active hour metrics calculated?

A. These metrics, such as "Conversations closed per active hour" and "Conversations assigned per active hour", are calculated by dividing specific actions performed on conversations by the time teammates are actively engaged. "Per active hour" metrics are determined by the following formula: Metric value = Number of specific actions performed/hours spent in active status. More info can be found here