From 849b4dc94826f7d7e1dbb06b281adb91303728c2 Mon Sep 17 00:00:00 2001 From: andrewblaney Date: Fri, 13 Dec 2024 16:10:57 +0000 Subject: [PATCH] update docs --- reporting/metrics.mdx | 1 + reporting/team-reporting.mdx | 9 +-------- reporting/using-reporting.mdx | 2 +- 3 files changed, 3 insertions(+), 9 deletions(-) diff --git a/reporting/metrics.mdx b/reporting/metrics.mdx index 3a75981..daaaf39 100644 --- a/reporting/metrics.mdx +++ b/reporting/metrics.mdx @@ -9,6 +9,7 @@ Now, the nerdy bit - this is a breakdown of the exact metrics we show in Reporti | New threads created per day | A count of new threads being created. | | Threads re-opened per day | A count of threads that transition back to Todo from either Snoozed or Done. | | Threads moved to Done per day | A count of threads transitioned to Done. | +| Messages sent per user | A count of messages sent by each user. | **First response time** diff --git a/reporting/team-reporting.mdx b/reporting/team-reporting.mdx index 67581b6..ed4777f 100644 --- a/reporting/team-reporting.mdx +++ b/reporting/team-reporting.mdx @@ -8,11 +8,4 @@ To access team reporting: 1. Navigate to Reporting 2. Click the Team Reporting button -The Team Overview provides a high-level snapshot of your team’s overall performance. Metrics available in this view include: - - Message Send Count: The total number of messages sent by the team. - - Median First Response Time: The median time taken for the first response to a customer. - - Median Next Response Time: The median time taken for follow-up responses. - - Median Resolution Time: The median time it takes to resolve a thread. - - Customer Waiting Time: The median time threads spend in Todo. - -The above metrics can also be viewed for an individual team member by selecting the team member from the Team table. \ No newline at end of file +The Team Overview provides a high-level snapshot of your team’s overall performance. For more information on the metrics included, see [Metrics](/reporting/metrics). \ No newline at end of file diff --git a/reporting/using-reporting.mdx b/reporting/using-reporting.mdx index 97d8eec..05da3c8 100644 --- a/reporting/using-reporting.mdx +++ b/reporting/using-reporting.mdx @@ -1,6 +1,6 @@ You can access Reporting from the left sidebar of the Plain app or by hovering over a Label, Tier, Group or Company tag on a thread. -Reporting give you the following metrics and much more: +Reporting gives you the following metrics and much more: 1. **Support volume**: The number amount of threads in your queue at any given point in time. 2. **First response time**: How quickly your customers receive a first reply from you.