Insights: Team Summary

Overview
The Team Summary Report provides team-level productivity metrics across four specialized tabs: Summary, FRT Summary, Resolution Summary, and Response Summary. Each tab offers insights into different aspects of team performance.

Tab 1: Summary
This tab provides high-level metrics about chat volume and team productivity.
Columns

1. Team Name: Name of the customer service team
2. Total Fresh Chats Assigned: Number of new conversations assigned to the team during the selected period
3. Total Chats Worked Upon: Number of conversations where team members performed any action
4. Total Chats Completed: Number of conversations successfully resolved by the team

Tab 2: FRT (First Response Time) Summary
This tab analyzes the team's initial response speed to customer inquiries, divided into business hours and calendar hours perspectives.

Business Hours Table
Measures FRT metrics considering only defined business operating hours:

1. Min FRT: Fastest first response time achieved by the team
2. Average FRT: Mean time taken by the team to send first responses
3. Max FRT: Longest first response time recorded for the team

Calendar Hours Table

1. Measures FRT metrics across all hours (24/7):
2. Min FRT: Fastest first response time achieved by the team (including non-business hours)
3. Average FRT: Mean time taken by the team to send first responses (including non-business hours)
4. Max FRT: Longest first response time recorded for the team (including non-business hours)

Tab 3: Resolution Summary
This tab tracks how quickly teams resolve customer issues, with separate views for business hours and calendar hours.
Business Hours Table
Measures resolution metrics during business hours:

1. Min Resolution Time: Fastest time taken to resolve a chat
2. Average Resolution Time: Mean time taken to resolve chats
3. Max Resolution Time: Longest time taken to resolve a chat

Calendar Hours Table
Measures resolution metrics across all hours (24/7):

1. Min Resolution Time: Fastest resolution time (including non-business hours)
2. Average Resolution Time: Mean resolution time (including non-business hours)
3. Max Resolution Time: Longest resolution time (including non-business hours)

Tab 4: Response Summary
This tab analyzes ongoing conversation response times, separated into business hours and calendar hours views.

Business Hours Table
Measures response metrics during business hours:

1. Min Response Time: Fastest time taken to respond to customer messages
2. Average Response Time: Mean time taken to respond to customer messages
3. Max Response Time: Longest time taken to respond to customer messages

Calendar Hours Table
Measures response metrics across all hours (24/7):

1. Min Response Time: Fastest response time (including non-business hours)
2. Average Response Time: Mean response time (including non-business hours)
3. Max Response Time: Longest response time (including non-business hours)

Important Notes

1. Business Hours vs Calendar Hours
   1. Business Hours: Only counts time during defined operating hours
   2. Calendar Hours: Counts all hours continuously (24/7)
2. Time Calculations
   1. All time metrics are typically displayed in HH:MM:SS format
   2. Business hours calculations exclude non-operating hours
   3. Calendar hours calculations include all time periods
3. Metric Definitions
   1. First Response Time (FRT): Time from chat assignment to first agent response
   2. Resolution Time: Time from chat start to successful completion
   3. Response Time: Time between customer message and agent response
      Best Practices for Report Usage
   4. Compare business hours and calendar hours metrics to understand impact of operating hours
   5. Use Summary tab for quick team performance overview
   6. Use detailed timing tabs (FRT, Resolution, Response) for in-depth analysis
   7. Consider seasonal and time-zone impacts when analyzing metrics
   8. Use these metrics for:
      1. Team performance evaluation
      2. Resource allocation decisions
      3. Identifying training needs
      4. Setting team goals and benchmarks