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

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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.

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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).

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How team members get credit

First response time, next response time, messages sent, and threads moved to Done credit the team member who did the action. Resolution time, customer waiting time, and SLA compliance credit every team member who was ever assigned to the thread, even if it has since been reassigned. A thread that passed through 3 team members counts toward all 3, so the team members’ numbers don’t add up to the workspace total.

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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.

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Filtering

Team reports use the same filters as the rest of Insights, such as label, tier, or thread field. Click Download CSV on the team page to export the table.
Team reporting is available on the Horizon and Frontier plans. Contact sales@plain.com to upgrade.