If you’ve ever wondered how you’re performing with Drift, head over to the Team Performance Overview report. With this report, you can see where you stand amongst your other teammates in Drift and help identify areas where you may need improvement or coaching.

Billing Plan: The Team Overview Report and the Meetings Report are available on the Premium, Advanced, and Enterprise plans.

Intended Audience:

• Sales Users

In this article, we'll cover:

• Team Performance
• Meetings

Team Performance

You can access the Team Performance Overview report by navigating to Reports > Team Performance > Overview.

Here, you will find metrics about your interactions with visitors - how long it takes you  to respond to a chat and how long chats last.

We use median (the middle of a frequency distribution) and not mean (the sum of values divided by their number) in these metrics to avoid outliers skewing your results.

The timeframe of this report can be changed as well as the team you are looking at.

 

 Median Response Time

This metric calculates the time it takes an agent to respond after a site visitor asks to speak to a person. We calculate this metric from the last message the site visitor sent and the first message sent from a Drift teammate. Anything the site visitor says to the bot before a person is routed in is not counted in this metric.

Pro Tip: We recommend responding to a chat in less than 60 seconds to avoid the site visitor from dropping off and improving your chances for conversion.

Who's responding to the most new conversations?

This metric lists your teammates who were the first person from your team to send a message in a conversation. Here you will see the name and the number of conversations where they were the first teammate to send a message.

 

Team Conversation Performance
This lists the members of your team - you can sort the list by median response time, median conversation length, average response time (the average response time of a given agent) and number of new conversations, in increasing or decreasing order, by clicking each metric.

Meetings

Meetings By Teammate

If you are not taking chats, you can use the Meetings By Teammate report to measure your success and make sure you’re on track to meet your goals. To access this report, navigate to Reports > Conversations > Meetings > Meetings by Teammate.