Measure team performance

Team performance shows how fast your team answers and resolves conversations, per team member and per channel, computed from every conversation in your STS Connect Inbox.

Open the report

In STS Connect, open Analytics > 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 for the channel (see Set business hours for a channel). A day can have more than one open period, for example 09:00-13:00 and 16:00-21:00.

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 team member and per channel

The team member table attributes each reply to the team member who sent it. The channel 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.