The Teams report shows metrics grouped by team.
Requirements
You need teams configured in Settings → Teams to see data here.
Opening the Teams report
- Go to Reports in the sidebar
- Click Teams
Metrics explained
- Created tickets: Conversations created and assigned to this team during the period.
- % of created: This team's share of total created tickets.
- Closed tickets: Conversations resolved by team members during the period.
- % of closed: This team's share of total resolved tickets.
- Tickets replied: Conversations where at least one team member sent a reply.
- Messages sent: Total outbound messages from team members.
- Messages received: Inbound messages in conversations assigned to this team.
- First response time: Median time to first reply across all team members.
- Average response time: Average of each team member's average response time. Excludes first responses.
- Resolution time: Median time from first message to resolution for tickets assigned to this team.
- One-touch %: Percentage of tickets the team resolved with exactly one reply.
- Handle time: Median time from first team member reply to resolution.
- Avg CSAT: Average satisfaction score for conversations handled by this team (if CSAT is enabled).
Business hours
If inboxes have business hours configured, time metrics can use business hours only. Toggle this in the report settings.
Common questions
How is team CSAT calculated?
Team CSAT is the average rating from all CSAT responses on conversations where team members participated.
Why is Average response time an "average of averages"?
To give equal weight to each team member regardless of ticket volume. An agent handling 10 tickets contributes the same as one handling 100.