Conversations → Teams
Conversations, response times and load per team, with a page per team listing what each member handled.
The Teams tab of Conversations groups the numbers by team. It is the view for deciding where to put people, rather than how any one person is doing.
The Teams Table
Headed Teams — "Conversations assigned to each team in this range". Sort by any column, or use Search by name.
| Column | Meaning |
|---|---|
| Team | The team, with its colour |
| Members | How many people are in it, with "N online" underneath |
| Messages sent | Messages the team sent in the range |
| Active conversations | Tickets currently assigned to the team |
| Avg first response | The team's average time to a first reply |
With no teams yet, it reads "No teams yet — Create a team in Settings to see its numbers here."
Open a Team's Page
Click a team's row, or its name.
The team's page opens with "N members · N online" under its name. The back arrow returns to Teams.
Pick a range — Today to Last 60 Days. Like an agent's page, it has its own range.
The tiles show Members (with how many are online), Active chats ("Being handled now"), Avg first response and Resolution rate, with changes "vs last week".
The Members table lists what each member handled in the range: Agent, Status, Messages, Avg first response and Active chats. Click a member to open their agent page.
PDF report downloads the page as rateup-team-<name>-<date>.pdf.
Look at Load per Head
The number that matters is rarely the raw total — it is the work divided by Members.
A team of eight with 40 Active conversations is carrying half the load per person of a team of three with 30. The totals hide it; the ratio does not.
| Question | How to read it |
|---|---|
| Which team is stretched? | Many active conversations per member, rising response time |
| Where should the next hire go? | The team whose response time degrades as volume grows |
| Is routing working? | A team with very few conversations may not be receiving what it should |
Teams handle different work. A billing team's conversations are longer and slower than a first-line support team's by nature. Compare a team against its own history, not against a different team.
Related Pages
- Conversations → Agents
- Teams — how teams are defined
- Sidebar Filters