Performance and digests
How fast your team responds and resolves conversations, and the weekly and monthly summaries.
The Performance tab in Reports shows how fast your team answers and how many conversations it resolves. Choose a Range, a Channel (chat or email) and Daily, Weekly or Monthly totals. Each number also shows the change from the previous period of the same length.
Numbers
| Number | What it measures |
|---|---|
| Conversations | Conversations started in the range, by chat and by email. |
| First response (median) | Time from the customer's first message to the first reply by a teammate or the assistant. Notes do not count. |
| Teammate first response (median) | Time from the customer's first message to the first teammate reply. |
| Answered within 1 hour | The share of first responses sent within an hour. |
| Resolution time (median) | For closed conversations, the time from the first message to the last. |
| Assistant resolution rate | Of the conversations the assistant finished, the share it resolved with no teammate reply. |
| Closed without a teammate | The share of closed conversations no teammate replied to. |
| Waiting for a first reply | Conversations with no reply yet. |
Conversations your team started do not count toward response times.
Teammates
The Teammates table shows each teammate's replies, how many conversations they answered first, and their median first response.
Digests
SI Desk sends a summary of these numbers every Monday for the previous week, and on the 1st of each month for the previous month. It goes to your Slack channel and to the addresses in Digest recipients. Set both in Settings › Business › Alerts. Digest hour (UTC) sets the hour it is sent.