This release introduces new metrics to Custom reports, allowing you to analyze and optimize your team's efficiency more effectively. In this document, we have outlined the changes and provided you with an overview of the new metrics.
Introduction to the new metrics
The latest release brings improvements to Custom reports, focusing on enhancing your ability to report on teammate performance. We've added a range of new metrics across three main categories:
Teammate Activity: Measure the time teammates spend in different statuses, enabling you to analyze team work patterns and optimize scheduling and workload distribution.
Teammate Productivity: Focus on the volume of conversations teammates handle, empowering you to assess individual and team performance, and identify areas for improvement or coaching.
Teammate Responsiveness: Track how quickly teammates respond to and resolve customer inquiries, supporting you in maintaining high service quality and customer satisfaction.
Summary of new metrics
Below is a table summarizing the new metrics, their descriptions, and example scenarios to help you understand how they can be applied in real-life situations.
Category | Metric | Description | Scenario |
Teammate Activity | Teammate time active | The amount of time a teammate spends in an Active status | Teammate A logs in at 9:00 AM, works until 1:00 PM, takes a lunch break, and works from 2:00 PM to 6:00 PM. Their total active time is 8 hours. |
Teammate Activity | Teammate time away | The amount of time a teammate spends in an Away status | Teammate A is away during their lunch break from 1:00 PM to 2:00 PM. Their total away time is 1 hour. |
Teammate Activity | Teammate time away & reassigning | The amount of time a teammate spends in an Away & reassigning status | Teammate A goes on a 30-minute break and sets their status to "away & reassigning" at 10:30 AM. Their total away & reassigning time is 30 minutes. |
Teammate Productivity | Conversations assigned per hour | The number of conversations assigned to a teammate during their active status | Teammate A works for 8 hours and has an active status for 7 hours. They are assigned 35 conversations during their active time. Their conversations assigned per hour is 5 (35/7). |
Teammate Productivity | Conversations participated to per hour | The number of conversations where a teammate either replied to the customer or left an internal note during their active status | Teammate A works for 8 hours and has an active status for 7 hours. They reply to 28 conversations during their active time. Their conversations replied to per hour is 4 (28/7). |
Teammate Productivity | Conversations closed per hour | The number of conversations closed by a teammate during their active status | Teammate A works for 8 hours and has an active status for 7 hours. They close 21 conversations during their active time. Their conversations closed per hour is 3 (21/7). |
Teammate Productivity | Conversations participated | The number of conversations where a teammate left an internal note and/or replied to a customer
| A teammate leaves internal notes on 10 conversations and replies to customers in 6 conversations (2 of which also have internal notes). In total, they participated in 14 unique conversations. |
Teammate Productivity | Conversations with notes | The number of conversations where a teammate left an internal note | Teammate A leaves internal notes on 10 conversations. In 8 of those conversations, they reply to the customer and leave an internal note, while in the other 2, they only leave internal notes without replying to the customer. All 10 conversations count towards their total conversations with notes. |
Teammate Responsiveness | Teammate assignment to first response | The amount of time it takes for teammates to send an initial response to a customer after a conversation is assigned to them.
If a conversation isn't assigned to a teammate at the time of the first response, it will not be attributed to this metric.
(Formerly known as Teammate first response time) | A customer starts a conversation at 9:00 AM seeking assistance with a billing issue. The conversation is initially assigned to a bot and then routed to the team inbox at 9:02 AM. At 9:12 AM, Teammate A pulls the conversation from the team inbox. Teammate A sends their first response to the customer at 9:18 AM. The teammate's first response time for this conversation is 6 minutes. |
Teammate Responsiveness | Teammate assignment to subsequent response | The amount of time it takes for teammates to respond to customers for every subsequent reply after the first reply.
A conversation doesn't need to be assigned to a teammate to attribute to this metric
(Formerly known as Teammate subsequent response time) | A customer has an ongoing conversation with Teammate A, which started at 10:00 AM. The customer sends a message at 10:15 AM, and Teammate A replies at 10:20 AM. The subsequent response time for this reply is 5 minutes. |
Teammate Responsiveness | Teammate assignment to close | The amount of time it takes for a teammate to first close a conversation after it is assigned to them.
If a conversation isn't assigned to a teammate at the time of closure, it will not be attributed to this metric.
(Formerly known as Teammate time to close) | A customer starts a conversation at 11:00 AM, and it is routed to the team inbox. Teammate A pulls the conversation at 11:10 AM and assists the customer. The conversation is resolved, and Teammate A closes it at 12:00 PM. The time to close for this conversation is 50 minutes. |
Summary of new filters
Below is a table summarizing the new filters and their descriptions to help you understand how they can be applied in real-life situations.
Filter | Description |
Teammate participated
| The teammate that either sent a reply to the end user or composed the internal note |
Away reason | The reason used by the teammate when setting their status to away |
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