The Team tab appears only when your role includes live chat read access or you hold a live-chat seat. Every card measures human-agent activity, so the tab stays empty until human agents accept handoffs.
Before you start
Before you start, sign in to the dashboard and select the organization you want to work in.- You need a role with analytics access.
- You need live chat read access or a live-chat seat to see the Team tab.
- Read Analytics overview for the scope bar, the freshness stamp, and the Conversations drawer. This page does not repeat them.
- To grade pickup speed against a target, set the Livechat pickup target first. See Set the timezone and pickup target.
Open the tab and set the scope
1
Open Analytics from the sidebar
The Overview tab opens first. Select Team in the tab bar.
2
Choose a range, a deployment, and Live or Test
Every card on the tab follows the scope bar. For example, choose 7d, then Support agent, then Live.
Read the headline card
The headline card leads with CSAT, the average rating from submitted surveys on a 1 to 5 scale. Beside the rating, an arrow shows the change against the previous period of the same length, green when the rating went up and red when it went down. Under it, a line such as4.6 across 25 survey responses. states the sample size. Without responses the rating shows a dash and the line disappears.
The right column carries three stats:
If the card cannot load, it shows Couldn’t load headline metrics with a retry action.
Read the latency cards
Two percentile charts follow the headline card. In both, the line is the median (p50) and the shaded band runs from p50 to p95. Hover a point to read the values. Buckets are hours on the 24h range and days on longer ranges. Durations read like the rest of the dashboard, for example850ms, 4.5s, 3m, or 1.2h.
Above the pickup chart, a Human pickup p90 row repeats the headline value. When the range spans more than one month, it reads Worst monthly human pickup p90.
When your organization has a pickup target, the row adds within target in green or over target in red. The target follows in parentheses, for example
3m over target (2m). Without a target the row shows the duration alone.
With no data, the pickup card shows No handoffs picked up in this window and the hint Pickup latency appears once a human accepts a handoff. The reply card shows No AI replies measured in this window. Both cards show Failed to load with a retry action if the data cannot be fetched.
Read per-agent performance
The 03 Per-agent performance card lists one row per human agent who was active in the range:
Select a row to open the Conversations drawer, titled with the human agent’s name. It lists the conversations that human agent handled in the range. With no activity, the card shows No human-agent activity in this window.
Compare CSAT by resolver
The 04 CSAT by resolver card groups survey responses by who resolved the conversation:- The left column, Responses by resolver, shows AI resolved and Human resolved counts, each with its percentage of all responses.
- The right column, Rating distribution, draws one proportion bar with a segment for 5 stars down to 1 star. Green segments are 5 and 4, grey is 3, amber is 2, and red is 1.