The performance report shows you how well your teammates are handling conversation volume, how quickly they’re solving customer issues and what your customers think of your support.

There are three sections in it:

  • Volume 
  • Responsiveness
  • Happiness

Just select a team or teammate whose report you’d like to see, and filter by a time range (of up to one year):

Note: This report aggregates your teammates' data across all inboxes they're members of. For example, if your teammate closes a conversation in your ‘Marketing’ inbox, but is also a member of the ‘Sales’ inbox, their closed conversation will appear in both teams’ reports. 

You can also filter the performance report by tag, so you can check how well a team is handling certain issues:

Volume

The ‘Volume’ section shows you how well your team are managing conversation volume. 

You’ll see:

  • How many conversations they participated in
  • Their busiest times
  • How many replies they sent
  • How many conversations they closed

Manage more conversations

You can see how many conversations your team participated in:

Note: This includes any conversation where a teammate has sent at least one reply in the period you’ve selected. It doesn't count each reply as a conversation participated in.

Pro tip: It’s important that you can easily compare the same days with each other across weeks. To compare two weeks like-for-like, you need to set the time range to be divisible by 7 days (i.e. 14 days, 84 days, 210 days etc). For example, if you select a period that’s not divisible by 7, such as 12 days, the days of each week won’t line up with each other correctly.

Understand your customers’ issues

You can see what topics and issues your customers chat to your team about the most, by tracking the tags your team use in conversations:

Pro tip: To understand what your customers need from your product, create a ‘feature requests’ tag to organize your customers’ feature requests. This will be valuable for your product and research teams. 

Manage your busy periods

The ‘busiest period’ graph shows you when your team or a specific teammate handle the most conversations:

Note: If you reply to the same conversation multiple times, each reply will count towards the conversation count during of your busiest period.

You can use this data to reorganize your team’s roster to cover any hours where their responsiveness is low but conversation volume remains high. 

Pro tip: If your team work in shifts, have their working hours cross over for 30 minutes. This will ensure that there’s no drop-off in responsiveness during their handover process. 

Resolve issues efficiently

It's easy to see how many replies your team have sent to your customers:

By comparing this with the ‘conversations participated in’ graph, you’ll see how efficiently they’re handling conversations. For example, if a teammate sends fewer replies per conversation, it’s a good sign that they’re solving problems quicker. 

Resolve more issues

You can check how many conversations your team have successfully closed during their shifts:

Pro tip: Compare this with how many conversations they’ve participated in, to see how effectively your team resolve issues.

Responsiveness

It’s easy to analyze how quickly your team resolve your customers’ issues. You’ll see how quickly they send a first response, reply to and close conversations. You can then measure their performance in a fair and complete way.

Respond quickly to every message

Replying to your customers quickly is essential to keeping them engaged.

The ‘Median response time’ is how quickly your team reply to your customers at any point in a conversation (i.e., not just the first response):

Note: Median response time is calculated by taking the middle value in all of your response times. The middle value is what separates the higher half from the lower half of your total response times. For example, if you have 5 response times of 1, 3, 4, 5 and 6 minutes, your median response time is 4 minutes (the middle value).

Be more responsive

It’s easy to see at a glance when your team are least responsive. This will highlight any significant gaps in your support roster:

Pro tip: If you spot a drop in responsiveness during lunch hours, you might split your team’s lunch period into two groups that have lunch at separate times so you can ensure full cover during working hours.

Prioritize new conversations

How quickly you first respond is crucial to easing your customer’s frustrations. 

‘Median first response time’ tells you how long your customers wait for your first response, so you’ll know when you’ll need to focus more resources on new conversations:

Note: ‘Median first response time’ includes response times for replies to manual messages, auto messages and inbound conversations.

Resolve issues faster

Your team’s time to resolution will directly impact how customers rate your teammates’ conversations

The ‘median time to close’ chart tells you how quickly your teammates close conversations and resolve your customers’ issues:

Happiness

After a teammate closes a conversation, Operator asks your customer to rate it.

You'll see your overall conversation ratings for the time period you select, so you'll know how happy your customers are:

Pro tip: Set your team a target of achieving a happiness rating of at least 90 percent every month, and motivate them by rewarding consistently high ratings.

Listen to your customers

Using the 'Remarks from customers' table, you'll get an understanding of how well your teammates communicate with your customers and resolve their issues. 

Lastly, you can filter the remarks by your customers’ ratings to see all positive or negative remarks in one place:

What’s next?

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