# Team report

> The Team report gives you conversation and agent-level KPIs to measure the performance and effectiveness of your teams.

Source: https://help.kustomer.com/en_us/team-report-B1rkZ3qLz

Last updated: 2026-05-04T16:54:27.429Z

The Team report gives you conversation and agent-level KPIs to measure the performance and effectiveness of your teams. This report enables filtering by team and channel, and provides insights into Sent Messages, Sent Messages per Customer, and Average Messages per Conversation, as well as key metrics for [Kustomer Voice](https://help.kustomer.com/kustomer-voice-B1uGhF9Ti). You can also examine the performance of your teams and users over time by selecting a date range for your report.

**Who can access this feature?**

**User types**

Managers or users with custom permission set access to reporting can access this feature.

  

### In this article

*   [Team report metrics](#report-metrics)
*   [Metric calculations](#metric-calculations)

To access the Team report, go to **Reporting![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/649511b463e87c2305f85ae921f5ff26.png)**and then select **Team**.

### Team report metrics

In this report, you can switch between viewing the performance of individual users or teams.

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4cd81b95bf1804a8fc2ae58f5eb18b67.png)

The following metrics are available:

*   **Messages Sent**  
    The total outbound messages sent during the time period.  
      
    
*   **Unique Conversations Messaged**  
    The unique number of conversations which contain at least one message sent by that agent. For example, If I send: 5 messages to convo A, 3 messages, to convo B, and 20 Messages, to convo C, that counts as 3 unique conversations.  
      
    
*   **Conversations Marked Done**  
    The number of conversations this agent has marked done.
    
    **Note:** If the conversation was re-opened and marked done by another agent, only the last agent to mark a conversation done will get credit for this metric.
    
*   **Unique Customers Messaged**  
    The unique number of customers which received at least one message from the agent. For example, if I send 100 messages inside 20 conversations to a single customer, that customer is only counted once for this metric.  
      
    
*   **Average Conversation Handle Time**  
    The total amount of time an agent has spent viewing conversations divided by the unique number of conversations they viewed. Viewed is defined as having the conversation open in an active browser tab.
    
    **Note:** Handle time metrics do not consider conversation status, so viewing conversations marked Done will count towards this metric. Additionally, if the same conversation is opened by an individual agent across multiple windows or tabs, each will have its own unique view events that will be included in the calculation.
    
*   **Average Sent Messages Per Conversation**  
    The total number of messages this agent sent divided by the number of conversations they are in.  
      
    
*   **Average Sent Messages per Customer**  
    The total number of messages this agent sent divided by the number of customers they were sent to.  
      
    
*   **First Contact Resolution Rate**  
    Inbound conversations that contain at least one message, are currently done, and have never been snoozed, reopened or merged divided by the total number of inbound conversations created.  
      
    
*   **Average Response Time**  
    The average time between each inbound customer message and the corresponding outbound agent's response to that message.  
      
    
*   **Average First Response Time**  
    The average time between the customer's first inbound message in a conversation and the agent's response to that message. This metric only counts messages where this agent was the first responder.  
      
    
*   **Median First Response Time**  
    The median time between the customer's first inbound message in a conversation and the agent's response to that message. This metric only counts messages where this agent was the first responder.  
      
    
*   **Average Time to First resolution**  
    For conversations where the agent was the first to mark the conversation done, the average time between the creation time and marked done time.  
      
    
*   **Median Time to First Resolution**  
    For conversations where this agent was the first to mark the conversation done, the median time between the creation time and marked done time.  
      
    
*   **Total Time Logged In**  
    Total amount of time the agent is logged into Kustomer, excluding any time in the inactive state. This metric is rounded to the nearest 5 minute increments.  
      
    
*   **Messages Sent with Shortcuts**  
    Outbound messages sent with shortcuts during the selected time period.  
      
    
*   **Percent of Messages Sent with Shortcuts**  
    The percentage of messages that were sent with a shortcut.  
      
    
*   **Agent Talk Time Total**  
    The total time agents spend actively talking across all Kustomer Voice calls they’ve been assigned to. Measures cumulative Kustomer Voice engagement during the reporting period.
    
    **Note:** This metric includes only time spent by the last agent assigned to the call for closed conversations, or the currently assigned agent for open conversations.  
      
    
*   **Agent Talk Time Average**  
    The mean talk duration per Kustomer Voice call across all agent-handled calls. Useful for comparing efficiency or complexity of conversations handled via Kustomer Voice.
    
    **Note:** This metric includes only time spent by the last agent assigned to the call for closed conversations, or the currently assigned agent for open conversations.  
      
    
*   **Agent Interaction Time Max**  
    The single longest continuous time an agent spent in a Kustomer Voice live call session. Captures peak handling duration, regardless of whether the call was resolved or transferred.
    
    **Note:** This metric includes only time spent by the last agent assigned to the call for closed conversations, or the currently assigned agent for open conversations.  
      
    
*   **Call Accepted Total**  
    Count of Kustomer Voice calls the agent actively accepted and participated in. Reflects willingness and availability to handle Kustomer Voice interactions.

****Shortcut Metrics****

The Team Report includes two metrics for tracking shortcut (canned response) usage by agents:

**Metric**

**Description**

Messages Sent with Shortcuts

Total number of outbound messages sent using a shortcut

Percentage of Messages Sent with Shortcuts

Shortcut messages as a percentage of all outbound messages sent

Use these metrics to understand how consistently your team is using approved messaging and to identify coaching opportunities for agents who aren't using shortcuts.

### Metric calculations

Below you'll find descriptions of the calculations for each metric, including the attributes used in their formation. These can be beneficial when rebuilding standard report metrics in your custom reports or referenced when building metrics or performing analysis outside the Kustomer platform with data sourced from our API's or data services, such as Kinesis.

The Date Anchor is the attribute linked to the date range picker in each report's header, determining whether objects that fit the calculation criteria appear in your chart or table.

**Metric**

**Calculation**

**Date Anchor**

Messages Sent

distinct **message.id** where **message.auto:false**, **message.direction:out**, and **message.createdBy** or **message.createdByTeams** is in the list of users or teams, respectively

**message.createdAt**

Unique Conversations Messaged

distinct **conversation.id** for all messages where **message.auto:false**, **message.direction:out**, and **message.createdBy** or **message.createdByTeams** is in the list of users or teams, respectively

**message.createdAt**

Conversations Marked Done

distinct **conversation.id** where **conversation.deleted:false**, **conversation.messageCount** is greater than 0, and **conversation.lastDone.createdBy** or **conversation.lastDone.createdByTeams** is in the list of users or teams, respectively

**conversation.lastDone.createdAt**

Unique Customers Messaged

distinct **customerId** where **message.auto:false**, **message.direction:out**, and **message.createdBy** or **message.createdByTeams** is in the list of users or teams, respectively

**message.createdAt**

AVG Conversation Handle Time (Views)

sum of **conversation\_time.handleTime** divided by distinct related **conversation.id**

**conversation\_time.createdAt**

AVG Sent Messages Per Conversation

group by related **conversation.id** and divided by **distinct message.id** where **message.auto:false** and **message.direction:out** where **message.createdBy** or **message.createdByTeams** is in the list of users or teams, respectively

**message.createdAt**

AVG Sent Messages Per Customer

average of **message.responseBusinessTime**

**message.createdAt**

First Contact Resolution Rate

distinct **conversation.id** with **status: ‘done’** and **direction: ‘in’** with a **messageCount** greater than 0, which also do not have a **reopenCount** greater than 0 and also has not been merged (**mergedTarget: \`false\`** or **mergedTarget** field does not exist), divided by distinct **conversation.id**, where **conversation.firstDone.createdBy** or **conversation.firstDone.createdByteams** is in the list of users or teams, respectively; multiplied by 100.

**conversation.firstDone.createdAt**

AVG Response Time

average of **message.responseBusinessTime** where **message.createdBy** or **message.createdByTeams** is in the list of users or teams, respectively

**message.createdAt**

AVG First Response Time

average of **conversation.firstResponse.businessTime** where **conversation.firstResponse.createdBy** or **conversation.firstResponse.createdByTeams** is in the list of users or teams, respectively

**conversation.firstResponse.createdAt**

Median First Response Time

median of **conversation.firstResponse.businessTime** where **conversation.firstResponse.createdBy** or **conversation.firstResponse.createdByTeams** is in the list of users or teams, respectively  

**conversation.firstResponse.createdAt**  

AVG Time to First Resolution

average of **conversation.firstDone.businessTime** where **conversation.firstDone.createdBy** or **conversation.firstDone.createdByTeams** is in the list of users or teams, respectively  

**conversation.firstDone.createdAt**  
  

Median Time to First Resolution

median of **conversation.firstDone.businessTime** where **conversation.firstDone.createdBy** or **conversation.firstDone.createdByTeams** is in the list of users or teams, respectively

**conversation.firstDone.createdAt**  

Total Time Logged In

sum of **loggedInTime.total** by **user.id** or **user.teamId** respectively

**userTime.docAt**  

Messages Sent With Shortcuts

distinct **message.id** where **message.auto:false**, **message.direction:out** and **message.shortcuts** is present, where **messaged.createdBy** or **message.createdByTeams** is in the list of users or teams, respectively

**message.createdAt**  

Percent of Messages Sent With Shortcuts

distinct **conversation.id** divided by distinct **message.id** where **message.auto:false**, **message.direction:out** and **message.shortcuts** is present, where **messaged.createdBy** or **m****essage.createdByTeams** is in the list of users or teams, respectively  

**message.createdAt**