# Team Overview Sum Report

**Team Overview Sum** – report that displays a team's key performance indicators by selected interval and inbox.

## Filters

**General report filters** - allow you to select 1 or more possible values of a parameter from a list:

* **Interval** - filter by interval
* **Date/Time** - filter by time
* **Select Teams** – filter by teams
* **Select Inboxes** – filter by inboxes

## Metrics

List of metrics available for display in the report:

<table><thead><tr><th width="291">Metric</th><th>Description</th></tr></thead><tbody><tr><td>Date/Time</td><td>The start date and time of an interval</td></tr><tr><td>Team</td><td>A team name</td></tr><tr><td>Team ID</td><td>A team ID</td></tr><tr><td>Inbox</td><td>An inbox name</td></tr><tr><td>Inbox ID</td><td>An inbox ID</td></tr><tr><td>Assigned</td><td>The number of dialogs that were assigned to a team</td></tr><tr><td>Answered</td><td>Number of dialogs accepted by the agent when this team was assigned to a dialog</td></tr><tr><td>Answered sl</td><td>The number of dialogs accepted by the agent during the time specified in the <a href="../../../settings/teams#settings-for-conversation-types">Service Level Target</a> indicator when this command was assigned to a dialog</td></tr><tr><td>Answered time</td><td>The overall speed of dialog acceptance by the agent from the moment of assignment to this team. <br>This indicator shows how long the customer waits in the queue until the agent accepts the dialog</td></tr><tr><td>Avg Answered time</td><td>The average speed of dialog acceptance by an agent from the moment of assignment to this team.<br>This indicator shows how long the customer waits in the queue until the agent accepts the dialog.</td></tr><tr><td>Handled</td><td>Number of dialogs handled by the agent when this command was assigned to the dialog</td></tr><tr><td>Abandoned on Team</td><td>The number of completed dialogs in the queue (in other words, how many customers completed the dialog in the queue without waiting for the agent to accept the dialog)</td></tr><tr><td>Short abandoned on Team</td><td>The number of short completed dialogs in the queue.<br>A short completed dialog in the queue is one that has been waiting in the queue for no more than the time set in the <a href="../../../settings/account-settings#reporting">Reporting settings</a>.<br>This indicator is used in the calculation of SL and usually such dialogs are not taken into account. For example, if a customer completes a dialog within 10 seconds of entering the queue, it does not affect the SL indicator.</td></tr><tr><td>Abandoned on Team time</td><td>The total duration from the moment of assignment to the team to the moment the client ends the dialog in the queue before being accepted by the agent</td></tr><tr><td>Avg Abandoned on Team time</td><td>The average duration from the moment of assignment to a team to the moment the customer in the queue ends the dialog before the agent accepts it</td></tr><tr><td>Not responded</td><td>The number of times an agent did not accept or reject a dialog when this team was assigned to a dialog</td></tr><tr><td>Transferred</td><td>The number of times the agent transferred the dialog to another agent/team when this command was assigned to the dialog</td></tr><tr><td>Outbound</td><td>Number of dialogs initiated by the agent when this command was assigned to the dialog</td></tr><tr><td>Resolved</td><td>The number of dialogs that were resolved and the last assignment in a dialog was to a team</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">First response time</a></td><td><p>The total speed of the agent's first response within the assigned team for all dialogs. </p><p>The speed of the first agent response is calculated as the time between the assignment of a dialog to an agent and the first response. </p><p>The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty).</p></td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg first response time </a></td><td>The average speed of the agent's first response within the assigned team.<br>The first response speed of an agent is calculated as the time between the assignment of a dialog to an agent and the first response. The indicator is calculated only for incoming dialogs (i.e., if the agent initiated the dialog, the indicator will be empty).</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Response time</a></td><td>The total response speed of the agent within the assigned team for all dialogs. The agent response speed is calculated as the time between pairs of agent-client messages.</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg response time</a></td><td>Average agent response speed within the assigned team.<br>The agent response speed is calculated as the time between pairs of agent-client messages.<br>The average speed is calculated as the sum of the time for each pair of agent-client messages divided by the number of such pairs.</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Response num</a></td><td>Total number of client message-agent response pairs within the assigned team</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg response num</a></td><td>Average number of customer message-agent response pairs per dialog within the assigned team</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Incoming messages</a></td><td>The total number of incoming messages from a customer on team dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg incoming messages</a></td><td>The average number of incoming messages from a customer per 1 dialog by team dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Incoming messages to agent</a></td><td>The total number of incoming messages from a customer per 1 dialog, when an agent was assigned to a conversation on team dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg incoming messages to agent</a></td><td>The average number of incoming messages from a customer per 1 dialog, when an agent was assigned to a conversation on team dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Outgoing messages</a></td><td>The total number of outgoing messages from  an agent and a bot per 1 dialog by team dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg outgoing messages</a></td><td>The average number of outgoing messages from an agent and a bot per 1 dialog by team dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Outgoing messages agent</a></td><td>The total number of outgoing messages from an agent per 1 dialog by team dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg outgoing messages agent</a></td><td>The average number of outgoing messages from an agent per 1 dialog by team dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Outgoing messages bot</a></td><td>The total number of outgoing messages from a bot per 1 dialog by team dialogs</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Avg outgoing messages bot</a></td><td>The average number of outgoing messages from a bot per 1 dialog by team dialogs</td></tr><tr><td>Dialog duration on team</td><td>Total duration of dialogs on team dialogs when an agent was assigned to a conversation</td></tr><tr><td>Avg dialog duration on team</td><td>The average duration of a dialog when an agent was assigned to a conversation</td></tr><tr><td>Pending time</td><td>Total duration of dialogs in the pending status when this team was assigned to it</td></tr><tr><td>Avg Pending time</td><td>Average duration of dialogs in the pending status when this team was assigned to it</td></tr><tr><td>Pending #</td><td>Number of dialogs in pending status when this team was assigned to it</td></tr><tr><td>Snoozed time</td><td>Total duration of dialogs in snoozed status when this team was assigned to it</td></tr><tr><td>Avg Snoozed time</td><td>Average duration  of dialogs in the snoozed status when this team was assigned to it</td></tr><tr><td>Snoozed #</td><td>Number of dialogs in the snoozed status when this team was assigned to it</td></tr><tr><td>OnTeam time</td><td>Total duration of dialogs in sub-status on the onteam when this team was assigned to it</td></tr><tr><td>Avg OnTeam time</td><td>Average duration  of dialogs in the onteam sub-status when this team was assigned to it</td></tr><tr><td>OnTeam #</td><td>Number of dialogs in sub-status on a team when this team was assigned to it</td></tr><tr><td>InQueue time</td><td>Total duration of dialogs in sub-status in the inqueue when this team was assigned to it</td></tr><tr><td>Avg InQueue time</td><td>Average duration of dialogs in the inqueue substatus when this team was assigned to it</td></tr><tr><td>InQueue #</td><td>Number of dialogs in the sub-status in the inqueue when this team was assigned to it</td></tr><tr><td>Interacting time</td><td>Total duration of dialogs in sub-status in conversation with the agent (interacting) when this team was assigned to it</td></tr><tr><td>Avg Interacting time</td><td>Average duration of dialogs in the interacting substatus when this team was assigned to it</td></tr><tr><td>Interacting #</td><td>Number of dialogs in the sub-status in a conversation with the agent (interacting) when this team was assigned to it</td></tr><tr><td>Alerting time</td><td>Total duration of dialogs in the sub-status is waiting for acceptance (alerting) when this team was assigned to it</td></tr><tr><td>Avg Alerting time</td><td>Average duration of dialogs in the alerting substatus when this team was assigned to it</td></tr><tr><td>Alerting #</td><td>Number of dialogs in the sub-status waiting for acceptance (alerting) when this command was assigned to it</td></tr><tr><td>Acw time</td><td>Total duration of dialogs in the acw substatus when this team was assigned to it</td></tr><tr><td>Avg Acw time</td><td>Average duration of dialogs in the acw substatus when this team was assigned to it</td></tr><tr><td>Acw #</td><td>Number of dialogs in the acw substatus when this team was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Hold time</a></td><td>Total duration of dialogs in the hold substatus when this team was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Avg Hold time</a></td><td>Average duration of dialogs in the hold substatus when this team was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Hold #</a></td><td>Number of dialogs in the hold substatus when this command was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Dialing time</a></td><td>Total duration of dialogs in the dialing substatus when this team was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Avg Dialing time</a></td><td>Average duration of dialogs in the dialing substatus when this team was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Dialing #</a></td><td>Number of dialogs in the dialing substatus when this team was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Contacting time</a></td><td>Total duration of dialogs in the contacting substatus when this team was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Avg Contacting time</a></td><td>Average duration of dialogs in the contacting substatus when this team was assigned to it</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-2">Contacting #</a></td><td>Number of dialogs in the contacting substatus when this team was assigned to it</td></tr><tr><td>Handling time</td><td>Total duration of dialog processing by the agent when this team was assigned to it (calculated as: (interacting time + hold time + dialing time + contacting time + acw time))</td></tr><tr><td>Avg Handling time</td><td>Average duration of dialog processing by the agent when this team was assigned to it (calculated as: (interacting time + hold time + dialing time + contacting time + acw time)/n handled)</td></tr><tr><td>FlowOut time</td><td>The total duration from the moment of assignment to a given team to the moment of leaving the team without being assigned to an agent for all dialogs (for example, you can set up the logic that after n minutes of waiting in the queue, we automatically change the assignment team to another)</td></tr><tr><td>Avg FlowOut time</td><td>The average duration from the moment of assignment to a given team to the moment of withdrawal from the team without assignment to an agent (for example, you can configure the logic that after n minutes of waiting in the queue, we automatically change the assignment team to another)</td></tr><tr><td>FlowOut #</td><td>Number of times dialogs were removed from the team without being assigned to an agent</td></tr><tr><td>SL %</td><td>SL is one of the most important indicators of call center performance, which reflects the % of dialogs that were answered by the agent within the set target service level. For example, 80% of dialogs are answered within 20 seconds. The <a href="../../../settings/teams#settings-for-conversation-types">target service level</a> is configured for each type of conversation in the Team Settings. And the formula for calculating SL depends on the Settings in the <a href="../../../settings/account-settings#reporting">Reporting</a> section:<br><br>If sl_flowout –t, sl_short_abandons – f,<br><br>sl_abandons – f:<br><br>sl=Answered sl/(Answered+FlowOut #)*100%<br><br> <br><br>If sl_flowout –t, sl_short_abandons – t,<br><br>sl_abandons – f:<br><br>sl=Answered sl/(Answered+FlowOut #+ short_Abandoned)*100%<br><br> <br><br>If sl_flowout –t, sl_short_abandons – t,<br><br>sl_abandons – t:<br><br>sl=Answered sl/(Answered+FlowOut #+ Abandoned)*100%<br><br> <br><br>If sl_flowout –t, sl_short_abandons – f,<br><br>sl_abandons – t:<br><br>sl=Answered sl/(Answered+FlowOut #+ Abandoned - short_Abandoned)*100%</td></tr><tr><td>SL target</td><td>Target service level, seconds</td></tr></tbody></table>

[^1]: for text channels only

[^2]: Only for calls