Team Overview Report
Track performance3 min readUpdated 2026-03-12
Team Overview Report
The Team Overview report aggregates activity across your entire organization so you can measure operational health without drilling into individual agents. Use it to track service levels, plan staffing, and report upward to leadership.
How to Access the Report
- Go to Analytics in the left sidebar.
- Click the Team Overview tab.
- Select a date range. Optionally, filter by a specific team or ring group.
Key Metrics
| Metric | What It Measures |
|---|---|
| Total Volume | Combined count of calls and SMS messages across the team for the selected period. |
| Service Level | Percentage of inbound calls answered within the target threshold (default: 20 seconds). |
| Peak Hours | The hours of the day with the highest call and message volume, shown as a bar chart. |
| Busiest Agents | Top 5 agents ranked by total interactions (calls + SMS). |
| Avg Speed of Answer | Mean time from first ring to agent pickup across all inbound calls. |
| Abandonment Rate | Percentage of inbound calls where the caller hung up before reaching an agent. |
Filtering by Team or Group
If your account uses multiple teams or ring groups, use the Team/Group dropdown to isolate data for a single unit. This is especially helpful when:
- Comparing performance between a sales team and a support team.
- Reviewing a newly created team's ramp-up progress.
- Identifying which group contributes most to missed calls or long wait times.
Reading the Peak Hours Chart
The horizontal bar chart displays call volume for each hour of the day (in your account timezone). Use it to:
- Confirm that your current shift schedules align with actual demand.
- Identify early-morning or late-evening spikes that may need on-call coverage.
- Justify headcount requests by showing leadership exactly when volume exceeds capacity.
Busiest Agents Widget
This widget ranks agents by total interactions. It helps you:
- Ensure workload is balanced. If one agent handles 3x the volume of others, routing rules may need adjustment.
- Recognize high-output team members during reviews.
- Spot potential burnout risks when one agent consistently tops the list.
Exporting the Team Report
- Apply your desired filters.
- Click Export in the top-right corner.
- Choose CSV or Excel.
- The export includes summary metrics plus a per-agent breakdown for the selected team.
Scheduling Automatic Delivery
Instead of exporting manually each week, set up a scheduled report to land in your inbox every Monday morning. See Scheduled Reports for setup instructions.
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