Teammates' reports
Overview
The report on Team Performance is a valuable resource for keeping track of your team's productivity, recognizing instances when your team is under excessive pressure, and assisting admins in making informed choices that prioritize customer satisfaction. The report provides essential information such as response times, a graphical representation of the team's busiest hours, and individual team members' performance metrics.
Report Sections
Main Metrics
Features
Click on the filter icon at the top right of this section to select the metrics parameter you want to be displayed.
Each card contains the metric's name, the current measurement, and the change from the preceding period.
Click on each metric to see how it was calculated and which conversations were counted into the metric.
Lists of Metrics
1 Response Time
2 First response time
3 Conversation process time
4 Conversation Interaction time
5 Ongoing conversation
6 Idle conversation
7 Open conversation
8 Closed conversation
9 New conversation
Filters
To keep track of teammates performances Simpu provides you with filters which can be a powerful tool for evaluating teammates' individual performances. By applying specific filters to the data, you can isolate the performance of each team member and gain a more detailed understanding of their contribution to the team's overall productivity.
For example, you may filter the data by teammates to identify which team members are consistently responding quickly to customer inquiries and which ones may require additional training or support to improve their response time.
Features
You can select your desired time range, specific teammate, and individual inbox using these filters.
Teammates Performance Table
The teammate performance table provides valuable insights into the performance of individual team members. It contains all teammates involved in the conversations selected using the report filters.
Features
Click on the filter icon at the top right of this section to select the metrics parameter you want to be displayed.
By choosing specific teammates in the Teammates filter, the report will encompass the selected teammates and any additional teammates who have participated by sending messages or taking actions within the selected conversations. You can enable the Display only selected teammates checkbox to view the selected teammates. This option ensures that only the chosen teammates are displayed, narrowing the focus to the individuals specified in the Teammates filter.
Click on each metric to see how it was calculated and which conversations were counted into the metric.
List of metrics
1 Response Time
2 First response time
3 Conversation processing time
4 Conversation Interaction time
5 Ongoing conversation
6 Idle conversation
7 Closed conversation
8 Message sent
9 Message received
10 Touched conversation
Instructions
To set up your Teammates' reports follow this guide
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