> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dmly.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Read the team performance report

> See how each teammate handles conversations (assignments, closes, replies, contacts and response times), filterable by date and exportable as CSV or PDF.

**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.

<Steps>
  <Step title="Open Reports">
    In the sidebar, under **Configurations**, select **Reports**, then select the **Team** tab.
  </Step>

  <Step title="Read the totals">
    Five cards summarise the whole team for the window: **Assigned**, **Closed**, **Replies**, **Avg first response**, **Avg resolution**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Filter by date">
    Set **From** and **To** to narrow the window. Leave both blank and the report defaults to the trailing 30 days.
  </Step>

  <Step title="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](/analytics/exporting-reports).
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## What each column means

| Column                 | What it counts                                                                                                                                                                                                         |
| ---------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Assigned**           | How many times a conversation was assigned to this agent in the window. A conversation reassigned twice counts twice, split across whoever received it.                                                                |
| **Closed**             | Conversations this agent closed in the window. A conversation closed automatically by an automation (nobody actually clicked Close) isn't credited to anyone, so it never appears in this column or in the team total. |
| **Replies**            | Outbound messages this agent personally sent. A bot or automation reply is never attributed to a person, so it doesn't count here either.                                                                              |
| **Contacts**           | The number of distinct contacts this agent replied to in the window.                                                                                                                                                   |
| **Avg first response** | How long it took this agent to send their first reply after a conversation was assigned to them, measured only against replies sent before that conversation moved to someone else.                                    |
| **Avg resolution**     | How long a conversation stayed open before this agent closed it, measured from whichever is later: the assignment that gave it to them, or the last time it was reopened.                                              |

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).

<Note>
  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.
</Note>

## Troubleshooting

<Accordion title="An agent's response or resolution time looks off after a reopened conversation">
  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.
</Accordion>

<Accordion title="The team total for Closed is lower than what you'd expect">
  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](/analytics/overview)'s **Flow outcomes** panel for the bot's own completion numbers instead.
</Accordion>

<Accordion title="An agent who I know is active shows no data for the window">
  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.
</Accordion>

## Next

<Columns cols={2}>
  <Card title="CSAT report" icon="face-smile" href="/analytics/csat">
    The other Reports tab: response rate, average score and satisfaction.
  </Card>

  <Card title="Exporting reports" icon="file-export" href="/analytics/exporting-reports">
    Every CSV and PDF export across Reports, in one place.
  </Card>

  <Card title="Roles and permissions" icon="user-shield" href="/account/roles-and-permissions">
    Who can see Reports, and who can export from it.
  </Card>

  <Card title="Reading the Logs page" icon="clipboard-list" href="/troubleshooting/logs">
    The fourth Reports tab: the activity feed behind a failed send or a stalled flow.
  </Card>
</Columns>