Teams Performance Analysis is a feature of the Zenvia Customer Cloud Analytics module. Here you'll find reports on the performance of each user and all their teams.
Filter the data by time period to analyze the metrics of the Sales module in detail.
⚠️ Attention: This feature is only available to users with Operator and Admin profiles.
How to Analyze Teams Performance Data
To access this feature, simply go to Analytics > Teams Performance. You can filter to view information by Team, Period, and Users:
- Teams: Main team or specific teams.
- Periods: Today, Yesterday, last 7 days, last 30 days, This month, Last month, and Custom.
- Users: All users or specific users.
First Response Time
Shows the average time your team takes to respond to contacts in the Customer Inbox. It also allows comparing this number with previous periods.
The metric of this average does not consider the time of users who are outside of working hours, nor quick responses or those coming from the bot flow.
Response Time
This is the median of the time the team in general takes to respond to a contact whose conversation is already open, calculating not only the first response but each time there is a contact with the same user.
This metric does not take into account working hours or automatic response times. We use the median instead of the average so that our metrics represent your team's work.
💡Tip: To calculate the first response time and the real response time of your contacts, including the time when users are not on duty, read the article: Sales Analysis.
Team Performance
To check the performance over time of your teams, click on Teams. To see the individual performance of your agents, click on Users.
Column Table:
- User: names of agents listed alphabetically and by team.
- Team: each team belonging to your company's structure.
- Total Contacts: number of contacts, counting any action taken by the user/team.
- Total Conversations: number of conversations.
- New Conversations: conversations initiated in this period.
- Closed Conversations: conversations closed/archived by the user or team.
- Closes in: average time between the start and end of the conversation, counting only the hours worked by the user/team.
- Responds in: average overall response time, counting only the working hours of the user/team.
- Messages Sent: number of messages sent.
Response Time per Hour
This heat map shows on which day and at what time there is the most delay in responding to contacts. Here you'll identify if you should increase attention at a certain time or if you have a high concentration of contacts at a specific moment.