Departments report

Measure efficiency of each department

Written by Konstantine

Updated 2 days ago

The Departments report provides comprehensive insights into the activities and efficiency of various departments within your organization. This tool is designed to help you monitor and analyze key performance metrics, enabling data-driven decisions to enhance team productivity and customer satisfaction.

Accessing Departments Report

To access the Department Report:

Navigate to the Reports section from the left sidebar.
Select Departments from the available reports.
In the top-right corner, choose a time period.
Select a department from the drop-down list.

The Departments Report provides detailed analysis through the following metrics:

Assigned Chats: The number of chats allocated to each department.
Closed Chats: The count of chats successfully resolved and closed by the department.
First Response Time (FRT): The average time the department takes to respond to a chat initially.
Assigned First Response Time (AFRT): Median first response time to chats from the moment an agent is assigned, by department.
Time to Close (ТТС): The average duration required to resolve and close a chat.

These metrics are visually represented through intuitive diagrams, facilitating easy interpretation and analysis. For a detailed explanation of how each report metric is calculated, refer to the documentation: 🔗 How the Report Metrics Are Calculated

Analyzing Departmental Performance

To delve deeper into a specific department's performance:

Within the Departments section, select the desired department from the drop-down menu.
Click on the numerical value corresponding to a specific metric (e.g., number of assigned chats) to view detailed logs.

This functionality allows for a granular examination of each department's conversational dynamics over a selected time frame, offering insights into efficiency, responsiveness, and overall performance.

Monitoring Individual Team Members

The report also provides data on individual team members within each department, including:

Assigned Chats: Chats allocated to the team member.
Closed Chats: Chats resolved and closed by the team member.
First Response Time (FRT): The team member's median initial response time.
Assigned First Response Time (AFRT): Median response time to chats from the moment an agent is assigned, by department.
Time to Close (TTC): The median time the team member takes to close chats.

Practical Applications

Identifying Training Needs: Spot departments or individuals with longer response times and provide targeted training to enhance efficiency.
Resource Allocation: Analyze chat volumes, identify bottlenecks to allocate resources effectively, ensuring optimal team performance.
Performance Recognition: Acknowledge and reward departments or team members demonstrating exceptional performance, fostering a culture of excellence.
SLA compliance: by providing insights into response and resolution times across different departments.

The report shows data only when chats are assigned to a department, not an agent directly. If you have chats assigned to agents only (without departments) check the Team Members report.
You can assign chats to departments using assignment rules or a chatbot.

See also 🔗 How to export the report data

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