Staff Summary Report

The Staff Summary Report helps you evaluate your team's overall performance. You can filter the report by time period, department, and conversation scope, choosing between participating conversations or assigned conversations.

Once you have applied your filters and generated the report, you will see a department summary that includes totals for:

• Responses
• Resolved conversations
• Archived conversations
• Appreciations
• Notes

The department summary also provides team averages for response time, satisfaction rating, and first response resolve rate.

Further down the report page, you will find similar at-a-glance metrics for individual staff members. These provide a general overview rather than a detailed breakdown and include:

• Responses
• Resolved
• Archived
• First Response Resolve
• Chats served
• Duration
• Appreciations
• Average Rating
• Average Response Time
• Average Resolve Time
• Notes

For more information on how response times are calculated, see the How Response Times Are Calculated article.