Team Performance Reports

The Team Performance Quick Report gives the Administrators and Team leads the critical insights into the team's customer engagement and customer support efforts. Admins can view the data for their entire organization, while Team leads can only view the data of their teams. Run this report in order to ensure smarter, faster, and more personal social support, while understanding how to save time and money on your team resources.

Creating a Team Performance Report

  1. In Engage, click Reports from the top left.
  2. From the top right, click Create Report followed by Team Performance.mceclip0.png
  3. Once you are in the report, use the top bar to filter for the following criteria:

    • Network (Facebook, Twitter, YouTube, Instagram, LinkedIn, or WhatsApp)
    • Post
    • Comment
    • Reply
    • DM (Direct Message)
    • Channels
    • Teams
    • Users
    • Whole day or Within business hours
    • Timeframe
  4. The Overall performance section provides you with a snapshot of the most important metrics so that the Admin or the Team lead is able to make quick adjustments.

    Handle rate
    Number of incoming messages sent by customers.
    Number for messages that received a response.
    Number of messages that were marked as read or deleted by moderators.
    Sum of responded and marked as read or deleted.
    Handle rate
    Percentage of handled incoming messages.
    Handle time
    Handle time
    Time elapsed from the date when Falcon indexed a message to the date when the message was handled.
    Response time
    The average time elapsed from the date when Falcon indexed a message to the date when a response to the message was sent.
    Review time
    Time elapsed from the date when Falcon indexed a message to the date when this messages got marked as read or deleted. If message 1 got marked as read as a consequence of message 2 being marked as read or deleted, then Falcon counts two mark as read actions. Marking as read natively does not count towards marked as read in this report.
    Service target
    Number of messages sent as a response to the oldest unhandled customer message.
    Within service target
    Number of responses sent within the service target.
    Above service target
    Number of responses where the response time was longer than the team service target.
    Sent messages
    The number of messages sent by Falcon users.
  5. Click on the individual boxes under the Overall performance section, in order to view the metrics plotted on a timeline graph. You may adjust the exact metrics by selecting and deselecting them on the x-axis.

  6. The last section, User performance, shows and compares performance metrics for individual Falcon users. You may re-order the list according to which metric is most important to you by clicking on that metric.
  7. Name your report by clicking on the title in the upper left-hand corner and click Save to save your report.
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