Team Performance Reports

With Statusbrew’s Team Performance Report, you can evaluate your agent response performance, identify bottlenecks within your team’s workflows, and monitor each agent’s activity for quality assurance or training purposes.

You can identify and recognize your social care team’s top performers.

This report lets you dig into resolved conversations, response times, customer satisfaction, and more.

Team leads can use Customer Care metrics to gauge productivity and develop goals.

For example, you can review work volume and the resolution speed of individual team members.

You can also view the volume of incoming messages, how many were replied to, how many were closed, which channel brought in the most conversations, and what type (messages, comments, etc.) of conversations we get the most.

You can even track response times to make sure your team is meeting service-level agreements.

Configuring The Report

You can create a Tag Insights Report using a template in Reports.

1. Go to Reports.

2. Click Create a new report from the sidebar.

3. Select Use a template.

4. Find the Inbound Analysis report template. You can use the search bar for it or find it in Brand Insights > Inbound Analysis section.

5. Click Use template under the Inbound Analysis template. The New Report window will open.

6. By default, the Report name pulls the name of the template. You can modify it and even change the icon.

7. Add a Report description.

8. Select Data sources. By default, all the Data Sources have been selected. You can deselect the ones whose data you don’t want to pull.

9. Include Collaborators by clicking Add collaborator and select the user/user group. You can give me either Edit or View permission for the report.

10. Click Create.

To see the most realistic and accurate reporting on your team’s reply performance, set your office hours for profiles. Learn how to set it up in our article on Office Hours.

Understanding The Data

To better illustrate the metrics within the Team Performance Report, here’s an example:

At Statuscom, office hours are set to Monday to Friday from 9 AM to 5 PM.

On Monday at 9 AM, a customer sends a message to Statuscom: “Hi Statuscom. Where’s my delivery?”

The following day at 9 AM, Isabelle, the Statuscom customer service agent, replies, “Hi! I’m Isabelle, and I’m happy to help. What’s your order number?”

Almost an hour later, at 10 AM, the customer replies, “Thank you, Isabelle*! My order number is 9856.”*

Five minutes later, at 10:05 AM, Isabelle replies, “Thank you for that information. Let me look into this for you.”

Conversation Reply Time (Business Hours) is the time it took to send out the first reply to an inbound message within business hours.

In this scenario, the 9 AM-5 PM business hours equate to an eight-hour chunk of time.

With Isabelle’s first reply on Tuesday morning, Isabelle replied 8 hours, or 480 minutes, later. So the Conversation Reply Time (Business Hours) comes out to 8 hours.

Conversation Reply Time (Calendar Hours) is the time customers waited for their first reply during calendar hours. The first reply the customer received from Isabelle came 24 hours, or 1440 minutes, later. So, the Conversation Reply Time (Calendar Hours) comes out to 24 hours.

If Isabelle replies to the customer at 12 PM saying, “Your order has been dispatched and is scheduled for delivery by 5 PM today. Let us know if you need anything else!” and closes the conversation at **12 PM, Conversation Close Time (Business Hours) will be 11 hours as within business hours, the time taken by Isabelle to close conversation includes 8 hours on Monday (9 AM to 5 PM) + 3 hours on Tuesday (9 AM to 12 PM).

Conversation Close Time (Calendar Hours) will be 27 hours, as the conversation began at 9 AM on Monday and was closed at 12 PM on Tuesday.