Note: The Team Performance: Overview Report has moved and can now be found by navigating to Reports > Conversations > Routed Chats > Teammates. Please see the Routed Chats Report help doc for more up to date information regarding the Team Performance: Overview Report

The Team Performance Report shows you metrics about your team's interaction with visitors - how long it takes them to respond to a chat and how long chats last.

 

Billing Plan: The Team Performance Report is available on the Premium, Advanced, and Enterprise plans.

 

Intended Audience:

• Admin
• Sales Manager

 

In this article, we’ll cover:

• Locating and Reading the Team Performance Report

 

Locating and Reading the Team Performance Report

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

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.

 

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. You can also export this report as a CSV.

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 and number of new conversations, in increasing or decreasing order, by clicking each metric. You can also export a full list as a CSV.