When building Custom Reports, you have the option to use the following Team metrics:
Or, you can also use the Team assigned attribute.
This allows you to:
Measure the responsiveness of a specific team inbox: Measure a team's responsiveness by assessing the time it takes for the team to act on a conversation from the moment it lands in their inbox.
Measure the workload of assigned conversations and the effectiveness of a particular team's inbox: Monitor the historical assignment of conversations to a team's inbox and assess the number of conversations that receive replies and are closed from that specific inbox.
Team-specific office hour reporting: Allows the use of team office hours in Custom Reports. This is a huge benefit for organizations where different teams may have different operating hours. This means that you can get a more accurate view of each team's performance during their specific working hours, rather than having to rely on a global office hours setting.
Team benchmarking capability: Benchmark performance across different teams, enabling comparisons that can highlight top performers and areas for improvement.
How it works
Choose from the 3 metrics to measure a team's responsiveness.
Metric | Definition | Example |
Team first response time (FRT) | The amount of time it takes for a teammate to send an initial response to a customer after a conversation is assigned to a specific team inbox.
If a conversation isn't assigned to a team at the time of the first response, it will not be attributed to this metric. | A customer initiates a conversation at 9am. The conversation gets assigned to Team A at 10am. A team member provides the first response to the customer at 10:15am.
The Team first response time for this metric is 15 min. |
Team subsequent response time | This amount of time taken by teammates to provide each additional reply to customers, following the initial response, for queries assigned to their team's inbox.
If a conversation isn't assigned to a team at the time of the first response, it will not be attributed to this metric. | A customer initiates a conversation at 9am. This conversation is assigned to Team A at 10am. A team member sends the initial response to the customer at 10:15am. The customer sends a follow-up message at 10:20am. The team member responds back to this follow-up message at 10:30am.
The Team subsequent response time for this metric is 10 min. |
Team time to close | This amount of time taken from when a conversation is assigned to a specific team inbox until the conversation is closed by a teammate.
A conversation that isn't assigned to a team at the time of closure will not be attributed to this metric.
| A customer initiates a conversation at 9am. The conversation gets assigned to Team A at 10am. A teammate sends the initial response at 10:15am, and there's a series of back-and-forth messages until 11am. The team member then provides the necessary solution to the customer's issue and closes the conversation at 11:10am.
The Team time to close time for this metric is 1 hour and 10 min. |
Team metrics also have a 'Within office hours' checkbox. When the checkbox is selected for these metrics, the team office hour setting will be used, resulting in the exclusion of any time spent outside of these hours from the calculations.
Examples charts
Average FRT by team inbox for the past 4 weeks
Team assigned attribute
In addition to the Team metrics above, there is a Team assigned attribute available on some existing Conversation metrics shown below, as well as a Team report level filter.
Choose these existing Conversation metrics and add the Team assigned filter to measure teams volume and productivity.
Conversations assigned + Team assigned
| The amount of conversations that were historically assigned to a specific team |
Conversations participated + Team assigned
| The amount of conversation that had replies and notes created while they were assigned to a specific team |
Closed conversations + Team assigned
| The amount of conversation that were closed while they were assigned to a specific team |
Replies sent + Team assigned | The amount of replies that were sent in conversations that were assigned to a specific team |
Response time + Team assigned | The amount of time it took to respond to a customer between messages for conversations that were assigned to a specific team |
Notes created + Team assigned | The amount of notes that were created in conversations that were assigned to a specific team |
Mentions + Team assigned | The amount of mentions in conversations that were assigned to a specific team |
Examples charts
Or, you can use the report level filter called Team that will apply the team assigned filter to all charts in a report.
Note:
These metrics and filters are only available in Custom Reports.
Team office hour data only goes back as far as the July 5, 2023.
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