Creating a Teammate performance report provides a one stop shop for support managers to check in on how individual teammates are performing, or for teammates themselves to self assess their own performance across a variety of key performance metrics. It offers instant access to accurate metrics and insights for data driven decisions.
Create a teammate performance report
Go to Reports and create a new report, then select the Teammate performance template to get started quickly.
Teammate metrics available in this report template are also available in custom reports.
Time based metrics in this report use your default office hours setting to determine if time within office hours is included in the calculation or not.
Use the teammate performance report template to see
Teammate assignment to first response
Teammate assignment to subsequent response
Teammate handling time
Teammate assignment to close
Conversations assigned per active hour
Conversations replied to per active hour
Conversations closed per active hour
Teammate Productivity
Teammate CSAT score
Teammate conversation ratings - by conversation rating
Comparison of Teammate performance
Understand chart data
Hover over the information icon at the top of a chart to see reporting period, report level filters, metrics, and metric level filters applied to each chart.
Customize the teammate performance report template
The teammate performance report template is fully customizable, enabling you to add more charts from the chart library, or remove charts you don't need in this report. All charts can be resized and moved around to where you want them.
Teammate performance report use cases
Measure how quickly teammates are responding to issues
The teammate responsiveness metrics enable 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.
Metrics used:
Teammate assignment to first response
Teammate assignment to subsequent response
Teammate handling time
Teammate assignment to close
Gauge the overall output of your teammates
The productivity metrics provide you with data to better gauge the overall output of your teammates, enabling you to make an informed assessment of efficiency. These are calculated using per hour metrics.
Metrics used:
Conversations assigned per active hour
Conversations replied to per active hour
Conversations closed per active hour
Teammate Productivity
Understand how per hour metrics are calculated.
Measure the quality of service provided
The customer satisfaction metrics enable you to gauge the quality of service provided by teammates and better understand your customer experiences.
Metrics used:
Teammate CSAT score
Teammate conversation ratings - by conversation rating
Get a quick snapshot of each team member's key metrics
The Comparison of Teammate performance chart 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.
Metrics used:
Conversations assigned
Conversations replied to
Closed conversations
CSAT score
SLA miss rate
Teammate assignment to first response
Teammate assignment to subsequent response
Teammate assignment to close
Teammate handling time
Replies sent
Notes created
Mentions
Conversations assigned per hour
Conversations replied to per hour
Conversations closed per hour
Useful teammate performance report filters
At the top of your report you'll see a dynamic teammate filter, allowing swift and easy selection of the individuals you wish to report on. All charts below will adjust automatically based on the chosen selection.
For example, 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.
It's also possible to filter based on team membership. Use the Teammate filter and select "is a member of" to choose a team. This will display only the conversations assigned to the current members of that team.
You can add additional filters on top of this to filter by other attributes, including; standard data, conversation data, people data, company data, and custom data attributes.
FAQs
Why is my teammate not showing up in the team filter when they used to be part of the team?
The "teammate is a member of" filter reflects the current membership status of the team, rather than a historical perspective. This means that if a teammate is no longer part of the team, they will not appear in the filter for that team.
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