With Team Performance, you can measure the efficiency and success of your community management. The Team Performance shows you how quickly you have processed your customers' enquiries, how many enquiries you have dealt with and how often you have responded.

Team Performance settings and export

Key figures of the Team Performance

Visibility of the Team Performance


Team Performance settings and export

You can individually define the period of time the Team Performance overview should show. A CSV export can be generated via the export button to the right. At the top of the overview, you will find a summary of the figures for the entire team. A total of four key figures are shown, as well as their absolute and relative changes in the columns to their respective right.

Key figures of the Team Performance

The change displayed in the Team Performance for the key figures refers to the previous period of the same length. This means that if you select the last month, the comparative figures refer to the month before last. The change can be positive or negative. The colouring shows you directly whether you were more successful than in the previous period.

The two key figures Resolved and Replies Sent form the basis for the time specifications of the two other key figures.

๐Ÿ‘‰ Resolved

Resolved items are all items that are ticked off and thus are no longer in your feed. It is irrelevant whether the item has been replied to or not. The resolving of the item is ultimately assigned to the person who resolves it, regardless of the item's owner, before resolving.

๐Ÿ‘‰ Replies sent

Replies sent are all items to which a reply was actually sent. It is irrelevant whether the item was also resolved or not.

๐Ÿ‘‰ Avg. time to first resolve

This number describes the average of your processing time for all items you have processed in the selected period. The processing time for an item is calculated by the time between the appearance of the item in the inbox until the item is resolved for the first time.

๐Ÿ‘‰ Avg. time to first reply

This number describes the average of your processing time for all the items you have replied to in the selected period. Your processing time for an item is calculated by the time between the appearance of the item in the inbox until the item is replied to for the first time.

Visibility of the Team Performance

Users without admin rights can monitor their own successes in the Team Performance. This means that the team cannot view their key figures among themselves. In this way, we want to prevent problems with the protection of personal data and protect the privacy of team members.

Users with the rights of a Company Admin can view the key figures of all teams and their team members. A Team Admin can see the achievements of their own team and their team members.

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