🧑‍🤝‍🧑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:

Metric	Group	Description
Team		A team name
Team ID		A team ID
Snoozed	Live dialogs	The number of dialogs on a team with the status Snoozed
Resolved	Live dialogs	The number of dialogs on a team with the status Resolved
Open	Live dialogs	The number of dialogs on a team with the status Open
Pending	Live dialogs	The number of dialogs on a team with the status Pending
On team	Live dialogs	The number of dialogs assigned to a team with a substatus Onteam
In queue	Live dialogs	The number of dialogs assigned to a team with a substatus Inqueue
Interacting	Live dialogs	The number of dialogs assigned to a team with a substatus Interacting
Alerting	Live dialogs	The number of dialogs assigned to a team with a substatus Alerting
Acw	Live dialogs	The number of dialogs assigned to a team with a substatus Acw
	Live dialogs	The number of dialogs assigned to a team with a substatus Hold
	Live dialogs	The number of dialogs assigned to a team with a substatus Dialing
	Live dialogs	The number of dialogs assigned to a team with a substatus Contacting
Assigned		Number of assigned dialogs per team
Answered		Number of dialogs accepted by the agent when this team was assigned to a dialog
Answered sl		The number of dialogs accepted by the agent during the time specified in the Service Level Target indicator when this command was assigned to a dialog
Avg Answered time		The average speed of dialog acceptance by an agent from the moment of assignment to this team. This indicator shows how long the customer waits in the queue until the agent accepts the dialog.
Handled		Number of dialogs handled by the agent when this command was assigned to the dialog
Abandoned on Team		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)
Short abandoned on Team		The number of short completed dialogs in the queue. 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 Reporting settings. 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.
Avg Abandoned time on Team		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
Not responded		The number of times an agent did not accept or reject a dialog when this team was assigned to a dialog
Transferred		The number of times the agent transferred the dialog to another agent/team when this command was assigned to the dialog
Outbound		Number of dialogs initiated by the agent when this command was assigned to the dialog
Resolved assigned		The number of dialogs on a team with the status Resolved and assigned to an agent
Open assigned		The number of dialogs on a team with the status Open and assigned to an agent
Pending assigned		The number of dialogs on a team with the status Pending and assigned to an agent
Resolved unassigned		The number of dialogs on a team with the status Resolved and not assigned to an agent
Open unassigned		The number of dialogs on a team with the status Open and not assigned to an agent
Pending unassigned		The number of dialogs on a team with the status Pending and not assigned to an agent
Avg first response time	For text inboxes	The average speed of the agent's first response within the assigned team. 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).
Avg response time	For text inboxes	Average agent response speed within the assigned team. The agent response speed is calculated as the time between pairs of agent-client messages. 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.
Avg response num	For text inboxes	Average number of customer message-agent response pairs per dialog within the assigned team
Avg incoming messages	For text inboxes	The average number of incoming messages from a customer per 1 dialog by team dialogs
Avg incoming messages to agent	For text inboxes	The average number of incoming messages from a customer per 1 dialog, when an agent was assigned to a conversation on team dialogs
Avg outgoing messages	For text inboxes	The average number of outgoing messages from an agent and a bot per 1 dialog by team dialogs
Avg outgoing messages agent	For text inboxes	The average number of outgoing messages from an agent per 1 dialog by team dialogs
Avg outgoing messages bot	For text inboxes	The average number of outgoing messages from a bot per 1 dialog by team dialogs
Avg dialog duration on team		The average duration of a dialog when an agent was assigned to a conversation
Dialogs per agent		The average number of open and assigned dialogs per 1 agent
Avg csat, %		The average CSAT score in %
Total csat responses		The total number of CSAT responses from customers for this team
Online	Live agents	The total number of agents in the Online status
Offline	Live agents	The total number of agents in the Offline status
Busy	Live agents	The total number of agents in the Busy status
Login	Live agents	The total number of agents in Login
Avg Pending time		Average duration of dialogs in the pending status when this team was assigned to it
Avg Snoozed time		The average duration of dialogs in the snoozed status when this team was assigned to it
Avg OnTeam time		The average duration of dialogs in the onteam sub-status when this team was assigned to it
Avg InQueue time		Average duration of dialogs in the inqueue substatus when this team was assigned to it
Avg Interacting time		Average duration of dialogs in the interacting substatus when this team was assigned to it
Avg Alerting time		The average duration of dialogs in the alerting substatus when this team was assigned to it
Avg Acw time		Average duration of dialogs in the acw substatus when this team was assigned to it
		Average duration of dialogs in the hold substatus when this team was assigned to it
		Average duration of dialogs in the dialing substatus when this team was assigned to it
		Average duration of dialogs in the contacting substatus when this team was assigned to it
Avg Handling time		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)
Avg FlowOut time		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)
FlowOut #		Number of times dialogs were removed from the team without being assigned to an agent
SL %		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 target service level is configured for each type of conversation in the Team Settings. And the formula for calculating SL depends on the Settings in the Reporting section: If sl_flowout –t, sl_short_abandons – f, sl_abandons – f: sl=Answered sl/(Answered+FlowOut #)*100% If sl_flowout –t, sl_short_abandons – t, sl_abandons – f: sl=Answered sl/(Answered+FlowOut #+ short_Abandoned)*100% If sl_flowout –t, sl_short_abandons – t, sl_abandons – t: sl=Answered sl/(Answered+FlowOut #+ Abandoned)*100% If sl_flowout –t, sl_short_abandons – f, sl_abandons – t: sl=Answered sl/(Answered+FlowOut #+ Abandoned - short_Abandoned)*100%