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User & Team Dashboard

This dashboard will give insights in average handle times per conversation, agent, and team. For agents, you will also see a detailed view of how they have spent their time (handle time, no reply time, cherry-picking time).

The User & Team dashboard is available through Analytics – Reports – User & Team.

Date selection and filter settings

Use the date selection, view, and filters to focus on the data that’s most relevant to you.

Date range and channel selection

  • Timezone: Select the desired timezone on which to base the date and time of the generated chart.
  • Date Range: Select the date from and until which you would like to show the data
  • Channels: Select the channels for which you would like the tool to show data
  • Interval: A specific interval can be specified. From hourly, all the way up to monthly. This will group together the SLA data to the specified interval. 
  • Response Time: Select the response time for which to show reports.
 

Filters

  • Handled By Teams: Specify which teams you would like to report on.
  • Handled By Agents/Groups: Specify the group/s or specific agents you would like to report on. 
 
Group By:
  • Available and away: group by the default states.
  • Available and Custom Away States: group by the default available state and other custom states.

User & Team - User Overview

Gain insights on the performance per agent.

Charts on this dashboard:

  • User Availability: Available Time and Away Time
  • Handle Time: Handle Time, Cherry-Picking Time, No-Reply Time, and Avg. Handle Time
  • User Utilization: Utilization %
  • Conversations: Contacts Helped, Resolves – With Reply, Resolves – No Reply, and Topics Added
  • Messages: Replies Sent, and Tags Added

How to filter & create custom "Groups' of agents under the user overview dashboard?

Groups: You can create custom groups of agents and save these as a filter.

  • Use the agents’ filter to select specific agents or a group of agents. 
  • To create a new group click on + Group.
  • When adding a new group, simply give it a name and select the agents you want to be part of this group.

User & Team - Team Overview

Gain insights on your team’s performance.

Review on this dashboard:

  • No Team: Team will handle all conversations that cannot be automatically routed to another team.
  • Handle Time: Handle Time, Cherry-Picking Time, No-Reply Time, and Avg. Handle Time
  • CSAT: Average score, With score x
  • Conversations: Contacts Helped, Resolves – With Reply, Resolves – No Reply, and Topics Added
  • Messages: Replies Sent, and Tags Added

User & Team - Handle Time

Gain insights on the handle time per agent/per team.

Charts on this dashboard:

  • Total Handle Time: The total handle time grouped by handle time type.
  • Average Handle Time: The average handle time per conversation.
  • Total Handle Time per User: The total handle time per user.
  • Average Handle Time per User: The average handle time per user.
  • Average Handle Time Per Team: The average handle time per team.

User & Team - Agent Availability

Gain insights on how much time your agents are spending on Available or (custom) Away status.

Charts on this dashboard:

  • Agent Availability: This shows the availability of the agent in hours.
  • The agent availability for each day of the week: The agent availability for each day of the week.
  • The agent availability for each hour of the day: The agent availability for each hour of the day.

User & Team - Utilization

Gain insights on how your agents are utilizing their time.

Charts on this dashboard:

  • Utilization: The utilization for the selected filters. Utilization is the percentage of handle time compared to the available time.
  • Utilization Per User: The utilization per user for the selected filters in percentage. 

User & Team - Resolved Conversations

Gain insights on how many resolved conversations were completed per agent/per team.

Charts on this dashboard:

  • Resolved Conversations per User: The number of conversations which have been resolved during the selected date range, grouped per user.
  • Resolved Conversations per Team: The number of conversations which have been resolved during the selected date range, grouped per team.

Learn more about our other reporting dashboards

Volume Dashboard

SLA Dashboard

Customer Satisfaction

Account Usage Dashboard

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