Reports and billing
Measure team performance
Response and resolution times per agent and per channel, as medians, not averages.
Team performance shows how fast your team answers and resolves conversations, per agent and per inbox, computed from every conversation in your STS Connect Inbox.
Open the report
In the portal open Team performance. Choose the period at the top (last 7, 30 or 90 days, or this month). Turn on business hours to ignore time outside the working hours set in the inbox.
What the numbers mean
- First response time — from the customer's first message to the first reply from your team (or the AI Agent).
- Reply time — how long customers wait for each reply, across the whole conversation.
- Resolution time — from the first message until the conversation was marked resolved.
Each is shown three ways:
- Median — half of conversations were faster than this. The best single number to watch: one forgotten chat does not distort it.
- Average — the arithmetic mean; sensitive to a few very slow cases.
- p90 — 90% of conversations were faster than this. This is your "worst realistic wait".
Per agent and per inbox
The agent table attributes each reply to the agent who sent it. The inbox table groups by channel, so you can see for example that Instagram is answered slower than WhatsApp.
Reading it well
- Compare periods rather than absolute numbers; every business has its own normal.
- A rising p90 with a flat median means a few conversations are being forgotten. Look for unassigned or pending chats.
- Resolution time only counts conversations that were actually marked resolved. Encourage the team to resolve, not just stop replying.
Still stuck?
Email hello@stsconnect.chat with your company name and what you were trying to do. We answer on business days.