Skip to main content
Team reporting lets workspace owners and admins see how the team is performing overall, and drill into individual team member metrics.

​
How to access

Go to Insights in the left-hand sidebar and click Team under Reporting. Only workspace owners and admins can access team reporting.

​
What you’ll see

The team overview page shows volume trends, response times, and resolution times at a glance. From there, open any team member’s page to see:
  • Threads handled and moved to Done
  • First and next response times
  • Resolution times
  • Customer waiting times
  • SLA compliance
  • Messages sent
  • Thread assignments
Each team member page also has a heatmap showing when they send messages, by day of week and hour (UTC).

​
Comparing team members

On any team member’s page, click Compare to bring one or more users into the same view and see their metrics side by side.

​
Filtering

Team reports can be filtered by any custom fields configured on threads or tenants. Use the filter controls at the top of the page to narrow results. Team reporting is available on Horizon and Frontier tiers. Contact sales@plain.com to get access.