How to generate a comparative performance report between teams

To generate a comparative performance report between teams in Papo (https://papo.global/), use the Agents Report with the team filter enabled. This feature places metrics such as resolved conversations, average response time, and customer satisfaction score (CSAT) side by side for each team, allowing managers to compare the efficiency of Sales, Support, Finance, or any other team created on the platform.

With this grouped view, you stop looking only at the operation's overall numbers and start understanding how each team contributes to the final result — whether in service volume, first-response speed, or the quality perceived by the customer. Papo consolidates this data automatically, eliminating the need for manual spreadsheets and screenshots.

Process summary

Step	What to do	Result
Organize the teams	Register the teams in Settings and assign the corresponding agents.	Papo automatically starts grouping metrics by team.
Access the Agents Report	In the Reports module, open the Agents Report.	View the individual performance ranking of all agents.
Apply the team filter	Select the team you want to analyze, or compare several by selecting one at a time.	The table metrics are restricted to the agents on that team, showing collective performance.
Compare between teams	Switch the filter between different teams or export the data to CSV and cross-reference the information.	Identify bottlenecks, balance workload, and direct training based on real data.

How the comparative report works in practice

For team comparison to be possible, your operation must be organized into teams within Papo. In the Settings menu, you can create teams such as "Sales", "Tier 1 Support", or "After-Sales" and add the corresponding agents. From that point on, every conversation handled by an agent will be automatically associated with their team in the reports.

The Agents Report is the most direct starting point for comparison. It originally displays the individual ranking of all agents, but when you apply the team filter, you isolate the metrics of a specific team. By noting one team's numbers and then switching the filter to another, you quickly build the comparison.

The main metrics available in this report are:

Metric	What it measures	Why compare between teams
Resolved conversations	Total number of conversations completed by team members in the period.	Reveals each team's real demand and helps justify agent reallocations.
Average response time	Time until the first message sent to the customer.	Shows agility; teams with high times may be overloaded or have inefficient processes.
CSAT (Customer Satisfaction)	Average score (1 to 5 stars) received by the team's agents.	Indicates service quality. Comparing CSAT between teams guides investments in training and recognition.
SLA	Percentage of conversations answered within the deadline defined by the company.	Allows targets to be enforced in a segmented way and identifies teams that need adjustments in their workflows.

You can also enrich the analysis by combining the Agents Report with the Tags Report. This way, you find out which topics each team handles most — for example, whether the Support team is receiving many "Billing Question" conversations that should go to Finance.

Step-by-step to generate the comparison

Make sure the teams are configured: in Settings, create the teams and assign the agents. Without this step, the team filter will not return segmented results.
In Papo's side menu, go to Reports and open the Agents Report.
Set the period you want to analyze: Today, Last 7 days, Last 30 days, or a custom range.
Apply the team filter by choosing the first team you want to evaluate. Note the metrics or export the table to CSV.
Switch the filter to another team and repeat collecting the numbers.
Compare the results — you can do this visually in the dashboard itself or by opening the CSVs in a spreadsheet to create comparative charts and tables.

Who this report is most useful for

Comparing performance between teams is especially relevant for:

Supervisors and coordinators who manage multiple teams (Sales, Support, Retention, etc.) and need a consolidated view.
Companies with omnichannel operations that want to understand whether performance varies by channel or responsible team.
Operations seeking to balance workload by identifying overloaded or idle teams.
Managers who need to justify hires, reallocations, or automation investments with data segmented by team.

Frequently asked questions

Do I need to create the teams before generating the report?

Yes. The team filter only works if the teams are already registered in Settings and agents are assigned to them.

Does the Agents Report show the average CSAT for each team?

It shows the individual CSAT of each agent. When you apply the team filter, you view the values of all members of that team, allowing you to calculate the average or identify top performers.

Can I compare more than two teams at the same time in the dashboard?

The Agents Report filter allows you to select one team at a time. To compare multiple teams, the most practical way is to export each team's data to CSV and consolidate it externally.

Is there a specific teams report in Papo?

Yes. Papo also offers the Teams Report, which already consolidates metrics such as conversation volume, first response time, and CSAT by team without needing to switch filters manually.

Does the report include Papo's AI as a "team"?

Papo's AI appears as an "agent" in the Agents Report, showing how many conversations were resolved automatically. It is not part of a specific team, but its metrics can be compared with those of human teams to measure the impact of automation.

Can I schedule automatic sending of this comparison?

Papo reports are generated on demand. For scheduled sending features, check the updated information on the website or in the help center.