Team performance
Track resolution teams' routing volume, results and durations in the Resolution team performance report on the web and the Team performance page in the mobile app.
- Admin panel
- Mobile app· admin
This article was verified with an older release. Screen names or steps may differ in the current version.
Team performance shows how quickly resolution teams conclude the tickets routed to them, and with what result. In the admin panel, the Resolution team → Resolution team performance report compares all teams and offers detailed analysis. In the EnaFeedback mobile app, admins get a short-term view of the same question: the Team performance report and a detailed performance page for each team. It is meant for quality managers and team leads.
Required role, permission and version
- Admin panel: the resolution team analytics permission, included in the Owner, Administrator and Feedback manager roles.
- Mobile app: the resolution team analytics or team inbox permission. Users with the team inbox permission (for example Team member) can see the mobile report too.
- The mobile Team performance report arrived in EnaFeedback Mobile 1.5.0, and the detailed page per team in EnaFeedback Mobile 1.6.0. Requires: EnaFeedback Mobile 1.6.0
How the figures are calculated
- Success rate: among the routings the team concluded itself, the share with the result Action taken. Routings concluded by an admin are not counted.
- Average time: the time from routing to conclusion.
- Figures are based on routings made in the period you select.
Using the report in the admin panel
Open the report
Go to Resolution team → Resolution team performance. The default date range is Last 30 days; pick another one from the Date range selector.
Pick a team
In the list on the left, All teams shows every routing together. Below it, the teams with records in the period are listed with their routing, open and concluded counts. Use Search teams… to find a team.
Review the tabs
The report has four tabs: Overview, Category, Location analysis and Process.
| Tab | What it shows |
|---|---|
| Overview | Routed, Open, unread, Concluded, Completed as required and Avg. conclude figures; the Daily routing / outcome chart; in the all-teams view, the Team volume and success rate chart and a comparison table with Team, Routing, Open, Result, Rate and Avg. duration columns |
| Category | How routings spread across feedback categories |
| Location analysis | How routed tickets spread across locations |
| Process | Avg. read and Avg. conclude (with median), Re-routing (tickets routed 2 or more times), Result distribution, Concluded by (team or admin), Conclude latency distribution, Priority distribution, Routed by weekday × hour, Team → result flow and Team comparison radar |
You can download each chart as a PNG. This report has no Excel export; to get the routing list in Excel, use the export icon in the Team inbox table.
Team performance in the mobile app
Open the report
Open Team performance from the Reports shortcut on Home or the Reports group in the Manage tab. Pick Today, 7 days (default) or 30 days.
Compare teams
The By team section lists each team's routed, concluded, open and unread counts, its Resolved share and its Avg. time to conclude.
Drill into one team
Tap a team. You can also open the same page from the chart icon in the top-right corner of a team inbox.
A team's performance page contains:
- Figures: Routed, Concluded, Open, Unread, Resolved share, Avg. time to conclude, Avg. time to first read and Waiting over 2 days. Routed, concluded and average time show the change from the previous period.
- Routed and concluded: a daily chart, or hourly when Today is selected.
- Results, Time to conclude (Under 4 hours, 4–24 hours, 1–3 days, Over 3 days), Categories and Locations.
- Longest waiting items: tap one to open its details.
- Concluded by member: how many items each member concluded.
The Share summary icon sends the summary as plain text to your phone's share sheet; the text ends with "Shared from the EnaFeedback app."
Two surfaces, two purposes
The mobile report gives a quick view of today, the last 7 days and the last 30 days. For custom date ranges, category and location comparisons and chart downloads, use the report in the admin panel.
Known limits
- You cannot set SLA targets; duration figures look back at what happened.
- In the mobile app the period can only be Today, 7 days or 30 days, and there is no export.
- If your server is out of date, the app shows "This report needs a server update."
Related articles
Resolution teams
Setting up teams, routing and results.
Team inbox
Handling routed tickets.
Reports
All report screens and mobile reports.
Admin mode
Admin features in the mobile app.
Can't find what you need?
Our support team can help with anything from setup to reporting.
Team inbox
The Team inbox is where resolution team members see the tickets routed to them, add notes and conclude their routings, in the admin panel and the mobile app.
Personnel management
Add field staff, assign the Cleaning and Control roles and a message language, issue the 4-character personnel code, and manage trusted devices.