Key numbers
• New Conversations — total real customer conversations for the account.
• Conversations Attended — conversations where a human agent sent at least one message.
• Ongoing & Closed — how many of those human-handled conversations are still open versus closed.
• Average Response Time — the average time your team takes to reply, measured during business hours (Monday–Friday, 9am–6pm), with separate figures for weekdays and weekends.
• Time to First Response — how long it takes, on average, for a human to send the first message after a conversation is transferred, again split by weekday and weekend.
Tables and charts
• Overall Team Performance table — one row per team member showing conversations attended, open, closed, average first-response time, and average response time (with weekday/weekend breakdowns). This is the heart of the dashboard for comparing individuals.
• Templates Sent — how many template messages each representative sent.
• Conversation Duration — the average length of conversations per team member.
• Conversations by Date — a trend line of attended, ongoing, and closed conversations over time.
• Transfers heatmap — when conversations get transferred to humans, by day of week and hour of day, so you can align staffing with demand.
When to use it
Use Team Performance to monitor response times, balance workload across the team, and make sure transferred conversations are being picked up promptly.