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Team performance is the second tab on Reports, alongside CSAT, Appointments and Logs. It shows, per teammate, how many conversations they were assigned, how many they closed, how many replies they sent, how many distinct contacts they reached, and how quickly (an average first-response time and an average resolution time) across every channel.
1

Open Reports

In the sidebar, under Configurations, select Reports, then select the Team tab.
2

Read the totals

Five cards summarise the whole team for the window: Assigned, Closed, Replies, Avg first response, Avg resolution.
3

Check the per-agent table

By agent breaks the same figures down per teammate, plus Contacts (the number of distinct contacts they personally replied to), sorted by whoever has replied the most.
4

Filter by date

Set From and To to narrow the window. Leave both blank and the report defaults to the trailing 30 days.
5

Export or download a PDF

CSV gives you one row per agent with every column from the table. PDF downloads a formatted team performance report; Workspace report downloads one PDF covering CSAT, Team performance and Appointments together (not Logs, and always on the trailing 30 days rather than the window you set here). See Exporting reports.
Team performance is workspace-wide; like CSAT, it is not filtered by the channel selector. A WhatsApp assignment and a Facebook assignment both count toward the same agent’s numbers.

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What each column means

The Activity over time chart lines up Replies and Closed per day across the window, counting the same population as the cards above it (so the two views always agree with each other).
A teammate with no assignments, closes or replies in the window simply doesn’t appear in By agent; the table only lists agents who did something.

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Troubleshooting

If a closed conversation is reopened and then closed again, Avg resolution for that second close is measured from the reopen, not from the original assignment, so the dormant time the conversation spent closed doesn’t inflate the figure. If a conversation is reassigned before the agent replies, only a reply that lands before the next reassignment counts toward Avg first response for that assignment, so one reply can’t be credited to two different assignments.
Closes that an automation performs on its own (no teammate involved) aren’t credited to any agent, so they’re excluded from every figure on this page, including the team totals. If you close conversations mostly through a flow rather than manually, that’s expected; check Overview’s Flow outcomes panel for the bot’s own completion numbers instead.
Check the date range first: the default is the trailing 30 days, so older activity won’t show until you widen From. If the window looks right, confirm the agent is still an active member of the workspace; a removed teammate’s past activity still counts toward the team totals, but the per-agent row falls back to a generic “User #…” name rather than being dropped.

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Next

CSAT report

The other Reports tab: response rate, average score and satisfaction.

Exporting reports

Every CSV and PDF export across Reports, in one place.

Roles and permissions

Who can see Reports, and who can export from it.

Reading the Logs page

The fourth Reports tab: the activity feed behind a failed send or a stalled flow.