Review team analytics

See how your team handles Engage conversations: how many each person takes on, how fast they reply and how quickly conversations close.

Before you start

• Invite your teammates and assign conversations to them in Engage. See Assign and close a conversation.
• Check you're in the right workspace. You only see teammates and accounts from the workspace you have open.

Open the feature

Choose Analytics in the left sidebar, then Engage Analytics > Team Analytics. The Engage Team Analytics page opens.

Steps

1. Open the member picker (All Members) and choose the teammates you want to see, or leave it on everyone.
2. Open the date picker and choose a range, such as Last 7 Days or Last 30 Days.
3. To narrow the results, click Filters. Choose from Platform, Social Accounts and Labels, then click Apply. Platform starts on Aggregated Data, which combines every network.
4. Review the cards at the top, such as Total Conversations, Handled Conversations, Avg First Response and Avg Resolution Time. To hide or show cards, click Customize, change the ticks and click Done.
5. Check the charts: Response Time Trend, Workload Distribution and Handled vs Closed.
6. Scroll to Team Member Performance to compare each teammate's Conversations, Avg. First Response, Response, Resolution, Replies and Workload.
7. To share the results, click Export and choose PDF - Global Data or PowerPoint (PPT), then click Select metrics and tick the highlight cards the report should include. The charts and Team Member Performance are always included. See Create an analytics report.
8. To email the report regularly or send a view-only link, use Scheduled Report or Shared Analytics at the top right. See Schedule analytics report email and Share an analytics report by link.
9. To keep the setup, select Save this view next to the page title. The view saves the team members, the platform and accounts filter, the dates and the highlight cards hidden in Customize. See Save and manage analytics views.

Expected result

The cards, charts and Team Member Performance table update for the teammates, dates and filters you chose. The Filters button shows how many filters are applied.

Reply time target results

If your workspace has a reply time target (see Set a reply time target), the page also shows:

• Replied within target: a card with the share of first replies sent within the target, the target itself, and how many open items are overdue right now. You can hide it in Customize.
• Reply target: a dashed line on Response Time Trend at the target.
• On-time replies: a chart of first replies each day, split into Replied on time and Replied late. Days before a target was set show as No target set.
• Within target: a column in Team Member Performance with each teammate's share. A teammate with no first replies shows -.

To hide any of these, click Customize. The card is in the card list, and the other three are under Reply time target: Reply target line, On-time replies and Within target. All four start switched on, your choice is remembered in this browser, and anything you hide is left out of PDF and PPT exports too.

Each reply is measured against the target in force when it was sent. Items closed without a reply aren't counted. When you pick only some teammates, you see Showing reply time for the selected team members. Team totals are hidden. A shared link that names its teammates works the same way: its reply time figures cover only those teammates, and the overdue count isn't shown.

With no target set, you see Replied within target appears once a reply time target is set for your workspace. Admins also see Set a target.

Example

To see how quickly your support team replied on Instagram last week, open Team Analytics and leave All Members selected. Choose Last 7 Days. Click Filters, pick Instagram under Platform and click Apply. Compare Avg. First Response for each person in Team Member Performance.

Limits and permissions

• Team analytics only counts Engage conversations. It doesn't include your published posts.
• Your team role must allow managing Engage to open this page. If it doesn't open, ask your admin.
• Team Analytics is in beta, so its charts may change.
• LINE appears under Platform. Choosing it limits Social Accounts to your LINE Official Accounts. See Connect a LINE Official Account.
• To try the page with sample data, turn on Demo View in the page menu. You can't change members or filters while it's on.

Troubleshooting

• A teammate is missing from All Members: check they're part of this workspace. See Invite a teammate.
• A chart shows no data: no conversations match your dates and filters. Widen the date range or click the clear icon on Filters.
• The page won't open: your team role doesn't allow managing Engage. Ask your admin to change it.

Interpret team activity

Response Time Trend shows change over time; Workload Distribution shows how conversations are distributed; Handled vs Closed separates work handled from conversations closed. A handled conversation is not automatically a closed one. Use Team Member Performance to inspect each teammate's conversations, response/resolution figures, replies and workload in the same filtered period.

Clear the Filters badge with its clear control when comparing the full team again. Selecting a platform narrows the eligible Social Accounts choices; check labels and members too when results seem unexpectedly small. Demo View disables filter/member changes, so leave it before troubleshooting a real person's figures. Export after checking the filters; an exported report is not a change to assignments or conversation status.