Reports: Company and User
We're particularly fond of the Company and User reports for one big reason: total accountability. At a glance, the Company report shows you how many customers you're helping, as well as how many replies you're sending on average. Drill down into the User report and you're able to see every single conversation your team members have touched, along with individual productivity metrics across the board.
In this article
How do I measure individual performance?
You'll find quite a few metrics on the User report, each capable of providing different insights. How you weigh those metrics is totally up to you and what's important for your team. These counts are pretty straightforward. Here's a quick breakdown:
- All Channels is all about how many customers have been helped, and how many total conversations from all channels were handled. You'll also see which day of the week was busiest, alongside an average of conversations handled per day.
- Email gives you a look at how email conversations were handled. You will see the number of replies sent and the response time, as well as resolution metrics.
- Chat focuses only on the chat sessions, with the total number of chats, the wait time, duration, average number of messages per chat, and response time.
- Phone shows the total number of phone conversations logged, how many were new conversations, and how many customers this affected.
- Happiness shows you an overall glimpse of the ratings and feedback you've received from customers. You'll also be able to view the accompanying conversations and customer name for each rating.
What if I need to provide coaching on specific conversations?
The Conversation History section shows any conversations that have had any activity during your specified time period that this User has interacted with at any time. This will include any conversations this User replied to or modified during your specified time frame, as well any conversations this User has replied to or modified in the past that has some new interaction by any User or Workflow during your time frame.
You'll notice some individual metrics in the table, each pertaining to that individual conversation. Click on the conversation number to load the conversation in a pop-up window.
Pro-tip: Hold your mouse over the title of most metrics in reports to see a tool tip that explains that metric right in the report!
Number of unique customers that your team has replied to, chatted with, or recorded phone notes for during the reporting timeframe; notes, status changes and assignments do not count towards this number.
Conversations per Day
The average number of conversations created per day in the specified time frame.
The number of conversations closed in the specified time frame. This is not the same as Resolved, as Resolved requires a User reply. This metric simply counts conversations set to a status of Closed.
Individual User or Team Reports
Note: As of February 14, 2022 conversations that were touched by a Workflow that a User edited no longer count toward that User's numbers. Historical user data was updated retroactively to reflect this change as well.
Conversations per Day
The average number of new or updated (a reply is sent to the customer) conversations per day in the specified time frame.
The number of conversations this specific Help Scout User or Team closed in the specified time frame. Whereas Resolved requires a User reply, this metric applies to all conversations with a status of Closed.
Any conversations touched by any user in the time period, that the User has also touched at any time. This metric is not displaying only those conversations touched by the User during the given time period.
- If a user touches a conversation on Jan 1, then another user touches it on Jan 3, and you run a report for user 1 on Jan 3, the conversation they touched on Jan 1 will show up.
- There is no way to limit the history here to only conversations this user touched in this time period. It will show up if the conversation was updated in that time frame by any user.
The Conversation History section (table of conversations) includes all conversations that are reported in the Total Conversations metric.