Understanding the Staff Summary Report
The Staff Summary Report helps you evaluate your team's overall performance. You can filter the report by time period, department, and conversation scope (participating conversations or assigned conversations).
Once you've applied your filters and generated the report, you'll see a department summary that includes totals for:
- Responses
- Resolved conversations
- Archived conversations
- Appreciations
- Notes
The department summary also provides averages for your team's response time, rating, and first response resolve rate.
Further down on the report page, you'll find similar at-a-glance metrics for individual staff members. These metrics provide a general overview rather than detailed specifics. They include:
- Responses
- Resolved
- Archived
- First Response Resolve
- Chats served
- Duration
- Appreciations
- Average Rating
- Average Response Time
- Average Resolve Time
- Notes
For more information on how response times are calculated, please refer to the How Response Times Are Calculated article.