Skip to content
Docs
Open Soosh
View as Markdown
How-to guideAnalytics

See team performance

See how quickly your team picks up and answers chats handed to them, agent by agent.

3 minutesOwners and adminsUpdated

Open it

Section titled “Open it”

Go to Analytics > Team performance. Choose a period at the top, and an agent, or All agents.

Open in Soosh

What the numbers mean

Section titled “What the numbers mean”

These cover chats handed to your team by the bot, the AI or a customer asking for a person:

  • Transfers handled: chats your team picked up, out of how many came in.
  • Avg first reply: from the handover to the team’s first message.
  • Avg resolution time: how long until the chat was resolved.
  • Picked up on time: chats picked up within your pickup target.
  • Active conversations: open now, and how many are still waiting.
  • Break time: time agents spent set to Away.

How fast the first reply came groups chats by reply time. When conversations reach the team shows your busiest hours, to plan shifts. Conversation sources shows how chats reached the team.

Compare agents

Section titled “Compare agents”

With All agents chosen, the table at the bottom lists each agent’s chats handled, open chats, reply and resolution times, messages and calls. Click a column to sort by it.

Agents see only their own numbers.

Section titled “Related”