Team performance report

Measure and compare how each of your teams perform, and the volume of conversations they participate in.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

The Team performance report shows you how many conversations are assigned to each of your teams, how quickly they respond and how the individual members of the teams are performing.

At the team level, this report highlights:

  • Conversations assigned by team — Number of unique conversations that were assigned to each team.

  • First response time by team — The time taken to reply to the first incoming message in a conversation.

You’ll find the report under Reports > Human support > Team performance.

The Team performance report calculates CSAT differently from the CSAT report, which is why you will see different numbers. The Team Performance dashboard counts all conversation ratings that were sent and responded too with a 😄 or 🤩 , and excludes conversations where a rating was sent, but not responded to. You will likely see the percentage as much higher in the Team Performance dashboard as a result.

The report can be filtered by:

  • Tag — Review a subset of conversations with certain tags.

  • Continent — Select a single continent, or more than one.

  • Country — Choose a single country, or more than one.

  • Channel — Filter based on where conversations started. E.g. email, chat, or your mobile app.

  • Started by — See only conversations started by your customers, or those in response to a bot/message.

  • Tag —

  • Team currently assigned — Show conversations currently assigned to a team or teams.

  • Team replied to — Filter conversations replied to by a member of a team or teams and conversations not assigned to the team/s. (Formerly known as Team participated.)

  • Teammate — Show conversations where the action was performed by one or more teammate/s (E.g. conversations replied to, or closed by that teammate)

  • Teammate currently assigned: the current teammate assigned to conversations

  • Topic — Filter with certain conversation topics

  • Conversation data attributes — Show conversations with specific attributes that you define.

You can also choose to exclude or include time spent in the bot inbox:

'Teammate' and 'Team participated' filters only include conversations with user visible replies from the teammate during the given period (this does not include internal notes, just replies).

Conversations assigned by team

The first chart in this report shows the number of unique conversations assigned to each team in the chosen time period.

If a conversation was assigned to multiple teams within the time period, it will be counted once for each team.

If the report is filtered by ‘Team Assigned’, you may still see other teams in this chart. The ‘Team Assigned’ filter is based on the team currently assigned, and this chart shows all teams who have been previously assigned the conversations.

First response time by team assigned

Next, you can dive deeper into how quickly each team responds to the conversations assigned to them. This chart is grouped by the team which was assigned the conversation at the time when the first reply was sent:

The default aggregation shown is median, but certain Intercom plans let you choose a different aggregation, and your choice will be saved for the next time you view the reports. You can choose from average, maximum, median or minimum.

Teammate performance

The final chart in this report offers a breakdown by individual teammates. You’ll see:

  • Conversations assigned — Number of unique conversations assigned to each teammate.

  • Conversations participated in — Number of conversations where each teammate sent a reply.

  • Replies sent — Total number of replies sent by each teammate.

  • Conversations closed — Number of unique conversations closed by each teammate.

  • Positive ratings — Percentage of conversations rated as 😀or 🤩, out of all conversations rated.

  • Median response time — Median time each teammate took to reply to customers at any point during a conversation.

  • Median first response time — Median time each teammate took to reply to the first incoming message in a conversation.

  • Time to close — Median time each teammate takes to close a conversation.

  • Median handling time — Total amount of time spent by each teammate handling* a conversation.
    If a conversation is handled by Teammate A for 5 mins and by Teammate B for 10 mins, Teammate A’s handling time is 5 mins.

  • Notes — Total number of internal notes added to conversations by each teammate.

  • Mentions — Total number of times each teammate was @mentioned in conversations.

You can download a CSV of this table for a more detailed analysis or use Custom reports to track your team’s performance and productivity, using the dedicated teammate performance metrics.

The data in this chart is based exclusively on teammates’ historical activity:

  • The number of conversations assigned is the total assigned to the teammate in the date range, not the conversations currently assigned to each teammate.

  • The number of conversations closed is the total number of conversations that were closed by each teammate, not the conversations which are currently closed and assigned to the teammate.

Handling time is the total amount of time a conversation is open and assigned to any human teammate. This excludes:

  • The time that bots spend handling conversation

  • The time a conversation is in a team inbox and not assigned to a teammate

  • The time a conversation is snoozed

  • The time a conversation is closed

A conversation’s handling time is counted once it is closed.


Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts

Did this answer your question?