Team reporting

With team reporting, you can monitor key metrics for their entire team and individual team members to better understand support efficiency.

How to access team reporting

1. Go to Insights in the left-hand sidebar

2. Click the Team link under Reporting

What you’ll see

Team overview

This is a high-level summary of how your team is performing overall – including key trends in volume, response times, and resolution times.

Individual metrics

Drill into each team member’s activity to understand:

• Threads handled

• First response times

• Resolution times

• Customer wait times

• SLA performance

Comparing team members

You can view multiple team members together to compare metrics between them. While looking at an individual team member's reports, click the Compare button to add one or more team members into the same view.