# Team Overview Report

**Team Overview** is a real-time report that displays a team's key performance indicators for the current day.

## Metrics

List of metrics available for display in the report:

<table><thead><tr><th width="201">Metric</th><th width="115">Group</th><th width="689">Description</th></tr></thead><tbody><tr><td>Team</td><td> </td><td>A team name</td></tr><tr><td>Team ID</td><td> </td><td>A team ID</td></tr><tr><td>Snoozed </td><td>Live dialogs</td><td>The number of dialogs on a team with the status Snoozed</td></tr><tr><td>Resolved</td><td>Live dialogs</td><td>The number of dialogs on a team with the status Resolved</td></tr><tr><td>Open</td><td>Live dialogs</td><td>The number of dialogs on a team with the status Open</td></tr><tr><td>Pending</td><td>Live dialogs</td><td>The number of dialogs on a team with the status Pending</td></tr><tr><td>On team</td><td>Live dialogs</td><td>The number of dialogs assigned to a team with a substatus Onteam</td></tr><tr><td>In queue</td><td>Live dialogs</td><td>The number of dialogs assigned to a team with a substatus Inqueue</td></tr><tr><td>Interacting</td><td>Live dialogs</td><td>The number of dialogs assigned to a team with a substatus Interacting</td></tr><tr><td>Alerting</td><td>Live dialogs</td><td>The number of dialogs assigned to a team with a substatus Alerting</td></tr><tr><td>Acw </td><td>Live dialogs</td><td>The number of dialogs assigned to a team with a substatus Acw </td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Hold </a></td><td>Live dialogs</td><td>The number of dialogs assigned to a team with a substatus Hold </td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Dialing</a></td><td>Live dialogs</td><td>The number of dialogs assigned to a team with a substatus Dialing</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-1">Contacting</a></td><td>Live dialogs</td><td>The number of dialogs assigned to a team with a substatus Contacting</td></tr><tr><td>Assigned</td><td> </td><td>Number of assigned dialogs per team</td></tr><tr><td>Answered</td><td> </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> </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>Avg Answered time</td><td> </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> </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> </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> </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>Avg Abandoned time on Team</td><td> </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> </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> </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> </td><td>Number of dialogs initiated by the agent when this command was assigned to the dialog</td></tr><tr><td>Resolved assigned</td><td> </td><td>The number of dialogs on a team with the status Resolved and assigned to an agent</td></tr><tr><td>Open assigned</td><td> </td><td>The number of dialogs on a team with the status Open and assigned to an agent</td></tr><tr><td>Pending assigned</td><td> </td><td>The number of dialogs on a team with the status Pending and assigned to an agent</td></tr><tr><td>Resolved unassigned</td><td> </td><td>The number of dialogs on a team with the status Resolved and not assigned to an agent</td></tr><tr><td>Open unassigned</td><td> </td><td>The number of dialogs on a team with the status Open and not assigned to an agent</td></tr><tr><td>Pending unassigned</td><td> </td><td>The number of dialogs on a team with the status Pending and not assigned to an agent</td></tr><tr><td>Avg first response time </td><td>For text inboxes</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>Avg response time</td><td>For text inboxes</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>Avg response num</td><td>For text inboxes</td><td>Average number of customer message-agent response pairs per dialog within the assigned team</td></tr><tr><td>Avg incoming messages</td><td>For text inboxes</td><td>The average number of incoming messages from a customer per 1 dialog by team dialogs</td></tr><tr><td>Avg incoming messages to agent</td><td>For text inboxes</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>Avg outgoing messages</td><td>For text inboxes</td><td>The average number of outgoing messages from an agent and a bot per 1 dialog by team dialogs</td></tr><tr><td>Avg outgoing messages agent</td><td>For text inboxes</td><td>The average number of outgoing messages from an agent per 1 dialog by team dialogs</td></tr><tr><td>Avg outgoing messages bot</td><td>For text inboxes</td><td>The average number of outgoing messages from a bot per 1 dialog by team dialogs</td></tr><tr><td>Avg dialog duration on team</td><td> </td><td>The average duration of a dialog when an agent was assigned to a conversation</td></tr><tr><td>Dialogs per agent</td><td> </td><td>The average number of open and assigned dialogs per 1 agent</td></tr><tr><td>Avg csat, %</td><td> </td><td>The average CSAT score in %</td></tr><tr><td>Total csat responses</td><td> </td><td>The total number of CSAT responses from customers for this team</td></tr><tr><td>Online</td><td>Live agents</td><td>The total number of agents in the Online status</td></tr><tr><td>Offline</td><td>Live agents</td><td>The total number of agents in the Offline status</td></tr><tr><td>Busy</td><td>Live agents</td><td>The total number of agents in the Busy status</td></tr><tr><td>Login</td><td>Live agents</td><td>The total number of agents in Login</td></tr><tr><td>Avg Pending time</td><td> </td><td>Average duration of dialogs in the pending status when this team was assigned to it</td></tr><tr><td>Avg Snoozed time</td><td> </td><td>The average duration of dialogs in the snoozed status when this team was assigned to it</td></tr><tr><td>Avg OnTeam time</td><td> </td><td>The average duration of dialogs in the onteam sub-status when this team was assigned to it</td></tr><tr><td>Avg InQueue time</td><td> </td><td>Average duration of dialogs in the inqueue substatus when this team was assigned to it</td></tr><tr><td>Avg Interacting time</td><td> </td><td>Average duration of dialogs in the interacting substatus when this team was assigned to it</td></tr><tr><td>Avg Alerting time</td><td> </td><td>The average duration of dialogs in the alerting substatus when this team was assigned to it</td></tr><tr><td>Avg Acw time</td><td> </td><td>Average duration 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-1">Avg Hold time</a></td><td> </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-1">Avg Dialing time</a></td><td> </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-1">Avg Contacting time</a></td><td> </td><td>Average duration of dialogs in the contacting substatus when this team was assigned to it</td></tr><tr><td>Avg Handling time</td><td> </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>Avg FlowOut time</td><td> </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> </td><td>Number of times dialogs were removed from the team without being assigned to an agent</td></tr><tr><td>SL %</td><td> </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></tbody></table>

[^1]: only for calls


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.novatalks.com.ua/en/get-started/reports/online-reports/team-overview.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.