# 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