Overview

The ‘Teammate Performance’ template compares:

• Workload

• Response and handling speed

• Productivity relative to active time

• Customer satisfaction

Go to the Reports tab and create a new report. Select the ‘Teammate Performance’ template to get started quickly.

Teammate performance

Response speed and handling

The top row of KPIs measures how fast teammates work the conversations assigned to them, each as a median:

• ‘Teammate assignment to first response’ - time from when a conversation is assigned to a teammate until they send the first response

• ‘Teammate assignment to subsequent response’ - time from each later customer message to the teammate's next response after the first response

• ‘Teammate handling time’ - time a conversation was open and assigned to a teammate before close, excluding time in the Bot inbox, unassigned in a team inbox, snoozed, or closed; it becomes reportable when the conversation closes

• ‘Teammate assignment to close’ - time from when a conversation is assigned to a teammate until that teammate first closes it

The first-response and close clocks begin when the conversation is assigned to the teammate, so earlier time in the Bot inbox or a queue is excluded. Subsequent-response time follows each later customer-to-teammate reply window and does not require the conversation to be assigned to that teammate.

These metrics use All hours by default. Turn on Within office hours for supported metrics when you want to exclude time outside the relevant reporting schedule.

Productivity per active hour

The next three KPIs normalize teammate output by the time they actually worked, and the ‘Teammate Productivity’ column chart trends the same three metrics over time:

• ‘Conversations assigned per active hour’ - assigned conversations divided by teammate active time

• ‘Conversations replied to per active hour’ - unique conversations replied to divided by teammate active time

• ‘Conversations closed per active hour’ - closed conversations divided by teammate active time

Active time is recorded automatically while Featurebase sees a teammate as active in the Inbox; there is no clock-in. Office hours and working schedules do not affect it. Dividing by active time rather than the calendar period puts teammates with different schedules on the same footing.

Each value is calculated as the matching conversation activity divided by active hours. For example, 3 conversations closed across 1 active hour equals 3 conversations closed per active hour.

Two more per-active-hour metrics - Conversations participated per active hour and Teammate replies sent per active hour - aren't on the template but can be added to your copy from the chart builder.

Teammate CSAT

‘Teammate CSAT score’ shows the percentage of positive ratings out of all ratings where the rating applies to a teammate - ratings for Fibi AI Agent or Workflows are excluded. The ‘Teammate conversation ratings - by conversation rating’ chart breaks those teammate ratings down by rating, so you can see the distribution behind the score.

Comparison of Teammate performance

The ‘Comparison of Teammate performance’ table gives every teammate a row, plus a Summary row that totals the count columns. Its columns cover:

• Activity - Conversations assigned, Conversations replied to, Closed conversations by teammates, Replies sent, Notes created by teammates, and Mentions

• Quality - Teammate CSAT score and Conversations and tickets SLA miss rate

• Speed - Median first response time, Median teammate assignment to first response, Median teammate assignment to subsequent response, Median teammate assignment to close, Median teammate handling time, and Median Adjusted teammate handling time

• Productivity - the three per-active-hour metrics

Median Adjusted teammate handling time reflects only the time a teammate actively works in a conversation, while regular handling time measures how long the conversation stays assigned and open. The Reporting metrics and attributes reference explains the available variants.

Each column ties work to the teammate who did it - who replied, who closed, who was rated - using the teammate attribution that fits its metric, so one conversation can count for different teammates in different columns.

Customize this report

Clicking Use this template creates your own report seeded with these charts - rename, remove, or reconfigure any of them, and add your own. The built-in template stays unchanged for the rest of your team.

Useful filters

Your copy starts with the dynamic Teammate filter ready in the report header - pick a teammate to scope every chart to them. To report on a team, select is a member of and choose the team. This uses the team's current members. Adjust the date range in the report header to change the period the whole report covers.

Availability and status

Add charts from the Teammate Status Period dataset to compare Teammate time active, Teammate time away, and Teammate time away & reassign. Break them down by Teammate status or Away reason to understand when and why teammates were unavailable.

Learn more about customizing reports →

Teammate performance report use cases

Measure how quickly teammates are responding to conversations

Use the response and handling KPIs to compare how quickly teammates reply and close conversations after assignment, alongside how long they handle them.

Gauge the overall output of your teammates

Use the per-active-hour KPIs and ‘Teammate Productivity’ chart to compare output across different schedules.

Measure the quality of service provided

Use ‘Teammate CSAT score’ with ‘Teammate conversation ratings - by conversation rating’ to compare scores and the distribution behind them.

Get a quick snapshot of each teammate's key metrics

Use the ‘Comparison of Teammate performance’ table for a single view of each teammate's activity, quality, speed, SLA performance, and per-active-hour productivity.

FAQs