🧑🤝🧑Team Overview Report
Last updated
Last updated
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%