Team reporting
Team reporting lets workspace owners and admins see how the team is performing overall, and drill into individual team member metrics.
How to access
Go to Insights in the left-hand sidebar and click Team under Reporting.
Only workspace owners and admins can access team reporting.
What you'll see
The team overview page shows volume trends, response times, and resolution times at a glance.
From there, open any team member's page to see:
Threads handled and moved to Done
First and next response times
Resolution times
Customer waiting times
SLA compliance
Messages sent
Thread assignments
Each team member page also has a heatmap showing when they send messages, by day of week and hour (UTC).
Comparing team members
On any team member's page, click Compare to bring one or more teammates into the same view and see their metrics side by side.
Filtering
Team reports can be filtered by any custom fields configured on threads or tenants. Use the filter controls at the top of the page to narrow results.
Team reporting is available on Horizon and Frontier tiers. Contact sales@plain.com to get access.