Leaderboard Report (Team Benchmarking)
Team Leaderboard allows you to understand how individual users are handling customer queries across the brand.
Leaderboard Reports are available in Premium plan and above. See full feature comparison of Statusbrew plans here.
Use the report to:
Benchmark team goals across the full social care spectrum
Analyze the effectiveness of response of individual users
Gain insight on how often and how fast users reply
Evaluate individuals on proactive and preemptive customer care
Admin, Primary Owner, Owner, and users with View Reporting permission for a particular profile/profile group can access reports. If you wish to hide team member filter for a particular team member in Team Engagement reports & Leaderboard reports to meet compliance, contact our support team.
Access Leaderboard Reports for your organization by following these simple steps:
Click on the Home button in the top left of your screen to open Statusbrew Home and click on Reports
Under the Reports section, click on Leaderboard
The Stats by Users Widget summarizes key response metrics for individual users, how often, and how fast they reply within a custom date range. To get rid of any discrepancies for the reply times, you can set up Office Hours for each social profile in different timezones and understand how quickly each executive is responding to customer queries over time. Learn more about Office Hours.
Total Replies The total number of replies a user has sent across all the conversations.
Total Replies % Change The percent change in the number of replies a user has sent as compared to the previous period.
Total Close The total number of conversations closed by a user.
Total Close % Change The percent change in the number of conversations closed by a user as compared to the previous period.
Median First Reply Time Median First Reply Time is the midpoint number for all of your first reply times. This means that half of your reply times are higher than that, and the other half are below that.
Median First Reply Time % Change The percent change in the Median First Reply Time as compared to the previous period.
Leaderboard Report can be exported in the form of a PDF.