team reporting docs

team-plain · Dec 13, 2024 · 962101a · 962101a
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diff --git a/mint.json b/mint.json
@@ -118,7 +118,15 @@
 				"priorities",
 				"labels",
 				"syntax-highlighting",
-				"reporting",
+				{
+					"group": "Reporting",
+					"pages": [
+						"reporting",
+						"reporting/using-reporting",
+						"reporting/team-reporting",
+						"reporting/metrics"
+					]
+				},
 				"snippets",
 				"shortcuts",
 				"auto-responses",

diff --git a/public/images/team-reporting.png b/public/images/team-reporting.png
diff --git a/reporting.mdx b/reporting.mdx
@@ -1,5 +1,5 @@
 ---
-title: 'Reporting'
+title: 'Overview'
 ---
 
 <Frame>![Reporting](/public/images/insights-0.png)</Frame>
@@ -10,63 +10,4 @@ title: 'Reporting'
 - What product areas are creating most of our support volume?
 - What companies are we speaking with most?
 - Are we becoming more efficient?
-- And lots more
-
-## Using Reporting
-
-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:
-
-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.
-3. **Resolution time**: How long it takes you to resolve support requests.
-
-Each metric is broken down to display the median and 90th percentile for either the current day, last 7 days or last 28 days. You will also see a volume breakdown of each metric by Company, Tier, or Label and whether the metric is trending upward or downward.
-
-### Get a birds-eye view
-
-At the top of the Reporting page you will see the overall health of your support. How is your queue looking? Are you keeping up with your response time targets? Are you resolving your customers requests quickly?
-
-<Frame>![Reporting overall health](/public/images/insights-1.png)</Frame>
-
-### Get into the details
-
-In each section of Reporting, you will see a breakdown of your support by Channel, Company, Group, Label, Priority and Tier. This lets you see which attributes of a support request might be contributing to slower response times or increased volume.
-
-<Frame>![Reporting details](/public/images/insights-2.png)</Frame>
-
-### Check in from anywhere in Plain
-
-Hover over any Company, Group, Label or Tier in Plain to instantly see a view of recent support volume. This is a great way to proactively identify trends in your data and improve your workflow.
-
-<Frame>![Reporting around Plain](/public/images/insights-3.png)</Frame>
-
-If you’d like to see additional metrics that aren’t displayed in our Reporting page or to receive an export of the data to pipe into your own BI tool, please send us an email at [[email protected]](mailto:[email protected]).
-
-## The Metrics
-
-Now, the nerdy bit - this is a breakdown of the exact metrics we show in Reporting and how they’re calculated. **Note -** All metrics can also be broken down by Channel, Company, Group, Label, Priority and Tier.
-
-**Support volume**
-
-| Metric                        | Definition                                                                   |
-| ----------------------------- | ---------------------------------------------------------------------------- |
-| Queue size                    | A snapshot of the number of threads in todo over time, updating hourly.      |
-| 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.                                     |
-
-**First response time**
-
-| Metric                                | Definition                                                                                                          |
-| ------------------------------------- | ------------------------------------------------------------------------------------------------------------------- |
-| First response time - Median          | The median time it takes for your team to send the first reply.                                                     |
-| First response time - 90th percentile | The 90th percentile time it takes for your team to send the first reply for support requests that start off slower. |
-
-**Resolution time**
-
-| Metric                            | Definition                                                                                                           |
-| --------------------------------- | -------------------------------------------------------------------------------------------------------------------- |
-| Resolution time - Median          | The median time between the first inbound message and the last outbound message for threads marked as Done.          |
-| Resolution time - 90th percentile | The 90th percentile time between the first inbound message and the last outbound message for threads marked as Done. |
+- And lots more
diff --git a/reporting/metrics.mdx b/reporting/metrics.mdx
@@ -0,0 +1,33 @@
+
+Now, the nerdy bit - this is a breakdown of the exact metrics we show in Reporting and how they’re calculated. **Note -** All metrics can also be broken down by Channel, Company, Group, Label, Priority and Tier.
+
+**Support volume**
+
+| Metric                        | Definition                                                                   |
+| ----------------------------- | ---------------------------------------------------------------------------- |
+| Queue size                    | A snapshot of the number of threads in todo over time, updating hourly.      |
+| 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.                                     |
+
+**First response time**
+
+| Metric                                | Definition                                                                                                          |
+| ------------------------------------- | ------------------------------------------------------------------------------------------------------------------- |
+| First response time - Median          | The median time it takes for your team to send the first reply.                                                     |
+| First response time - 90th percentile | The 90th percentile time it takes for your team to send the first reply for support requests that start off slower. |
+
+**Resolution time**
+
+| Metric                            | Definition                                                                                                           |
+| --------------------------------- | -------------------------------------------------------------------------------------------------------------------- |
+| Resolution time - Median          | The median time between the first inbound message and the last outbound message for threads marked as Done.          |
+| Resolution time - 90th percentile | The 90th percentile time between the first inbound message and the last outbound message for threads marked as Done. |
+
+
+**Customer waiting time**
+
+| Metric                                  | Definition                                                                                                           |
+| --------------------------------------- | -------------------------------------------------------------------------------------------------------------------- |
+| Customer waiting time - Median          | The median time a thread was in a Todo status.                                                                       |
+| Customer waiting time - 90th percentile | The 90th percentile time a thread was in Todo status                                                                 |
diff --git a/reporting/team-reporting.mdx b/reporting/team-reporting.mdx
@@ -0,0 +1,18 @@
+With team reporting you can monitor key metrics for their entire team and individual team members to better understand support efficiency.
+
+<Frame>![Team Reporting](/public/images/team-reporting.png)</Frame>
+
+Only workspace **owners** and **admins** have access to team reporting.
+
+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.
diff --git a/reporting/using-reporting.mdx b/reporting/using-reporting.mdx
@@ -0,0 +1,32 @@
+## Using Reporting
+
+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:
+
+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.
+3. **Resolution time**: How long it takes you to resolve support requests.
+4. **Customer waiting time**: How long your customers are waiting for a response.
+
+Each metric is broken down to display the median and 90th percentile for either the current day, last 7 days or last 28 days. You will also see a volume breakdown of each metric by Company, Tier, or Label and whether the metric is trending upward or downward.
+
+### Get a birds-eye view
+
+At the top of the Reporting page you will see the overall health of your support. How is your queue looking? Are you keeping up with your response time targets? Are you resolving your customers requests quickly?
+
+<Frame>![Reporting overall health](/public/images/insights-1.png)</Frame>
+
+### Get into the details
+
+In each section of Reporting, you will see a breakdown of your support by Channel, Company, Group, Label, Priority and Tier. This lets you see which attributes of a support request might be contributing to slower response times or increased volume.
+
+<Frame>![Reporting details](/public/images/insights-2.png)</Frame>
+
+### Check in from anywhere in Plain
+
+Hover over any Company, Group, Label or Tier in Plain to instantly see a view of recent support volume. This is a great way to proactively identify trends in your data and improve your workflow.
+
+<Frame>![Reporting around Plain](/public/images/insights-3.png)</Frame>
+
+If you’d like to see additional metrics that aren’t displayed in our Reporting page or to receive an export of the data to pipe into your own BI tool, please send us an email at [[email protected]](mailto:[email protected]).