Team Performance
Team Performance page is used to evaluate individual agent and the overall team's performance.
Update on 24th Oct 2025: We are rolling out Team Performance metrics and Delayed Response alerts as separate dashboard pages for our customers. If they are not yet activated for you it means that you are still on "old computation". Do reach out to us for early activation.
Only data from 1st July 2025 is available for the new Dashboards.
Logic
All metrics are computed every 15 min.
If "Today" is not activated for you then do reach out to us as we are rolling it out for our customers.
If message m1 was sent or received at time t1 while agent a1 was a participant and if the lead was reassigned to agent a2 at time t2 (after t1) then DO NOT consider message m1 for any metric for agent a2.
If message m1 was sent or received at time t1 while there were no agents in the chatroom, then that message is not attributed to any agent.
What about messages sent using campaign and automation?
Messages sent using campaign and automation are not attributed to any agent.
What about messages in the chatroom that are not sent to or received from the lead?
Any state event within the chatroom, for ex. adding a participant or a nudge to the agent to respond back to the lead is NOT considered as a message for the purpose of agent performance analytics.
Any metric fetched for a time range or for a team is an aggregate of the daily metric calculated per agent.
What happens if the same agent talks to the same lead over two days?
If a lead l1 conversed with agent a1 over two days i.e. d1 and d2, then it will be counted as 2 unique conversations for agent a1 if both days fall within the selected date range.
What happens if the same lead talks to two agents on the same day?
If agent a1 and agent a2 belong to the same team and if lead l1 is reassigned from agent a1 to agent a2, then it will be attributed to each agent individually as well as counted as 2 conversations at the team level on that same day.
Metrics
Unique Conversations
Count of all the leads, where there has been at least one message either sent or received, irrespective of the sender of the message, if the agent has been a participant of the chatroom while these messages were exchanged
Customer Responses
Count of all the leads, where the lead has responded at least once, if the agent has been a participant of that chatroom while these messages were received
Engagement Ratio
Division of Customer Responses / Unique Conversations
Delayed Response
Delayed response shows 90th percentile delay for the agent.
Only greetings, question, task or a media messages that were sent by the lead are taken into consideration to calculate the delay in response.
In case of consecutive messages from the lead, all of them fall into a single delayed response event until the agent responds.
Which delayed events are considered while calculating the delay?
The delayed response is calculated for both i.e. lead messages where the agent has not responded at all as well as where the agent has responded but after a delay of 15 min.
How do you handle out of office hours and no response from agents even on the next day while calculating the delay?
We exclude the configured office hours or default (i.e. 8pm to 8am) from delay calculation.
How do you handle delay computation when the agent has not even responded for 'n' days since the lead's message?
delay for an event is calculated only until midnight of that day.
For ex. if the lead has messaged at 7pm and if out of office hours are from 1am to 6am, then delay will only be equal to 5 hours (12am - 7pm)
How do you handle delay computation if the room is reassigned to another agent?
Delay for an agent is computed only until the time that the agent was part of the room. If it is reassigned then the remaining delay time will be attributed to the reassigned agent.
Number of Attachment Sending Leads
Count of all the leads, where the lead has shared at least one media message, if the agent has been a participant of that chatroom on that day.
Image, Video, PDF and any File is considered as a media message.
Audio is not considered as a media message.
Date Range
Selecting "Today" will show you near real time data for today.
Last 7 days does not include "Today"
For Custom Date Range, Start Date is inclusive and End Date is exclusive.
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