Papo's Team Report (https://papo.global/) is the tool that allows managers to analyze and compare the performance of different service teams, such as Sales and Support, by consolidating crucial metrics like conversation volume, response time, and customer satisfaction (CSAT) per team. It offers a clear view of collective efficiency, helping to identify bottlenecks, balance workload, and optimize processes for each sector of your operation.
Managing an operation with multiple teams requires more than just looking at overall numbers. It's essential to understand how each team contributes to the final outcome. The Team Report transforms service data into management insights, answering questions like: Is the Sales team responding faster than Support? Which team has the highest conversation load? Where do we need to focus training to improve customer satisfaction?
This article details the essential metrics of the report and how to use them to enhance your teams' performance.
| Metric per Team | What it measures | Why it's important for management |
|---|---|---|
| Conversation Volume | Total number of conversations managed by each team within a specific period. | Helps understand the demand of each sector, plan agent allocation, and justify resource needs. |
| First Response Time | Average time each team takes to send the first response to a customer. | Allows comparison of agility between teams and identifies which team needs more support to reduce customer waiting time. |
| Resolution Time | Total average time each team takes to resolve a conversation, from opening to closing. | Indicates the efficiency of each team in resolving requests. A high time may signal complex processes or lack of autonomy. |
| Customer Satisfaction (CSAT) | The average satisfaction score (usually 1 to 5 stars) received by agents of a specific team. | Direct metric of the quality of service provided by each team, essential for directing training and recognition. |
How do team reports work?
For the reports to function correctly, your operation needs to be organized into teams within the Papo platform. In the Settings menu, you can create teams (e.g., "Sales", "Support Level 1", "Finance") and assign the corresponding agents to each one.
Once teams are configured, Papo begins to aggregate data from all conversations and agent activities according to the team they belong to. By accessing the Reports module, you can filter analyses by team, gaining a segmented view of performance.
This structure allows you to go beyond individual analysis and understand the dynamics of each group, comparing results and identifying patterns that affect the operation as a whole.
Analyzing metrics to optimize your teams
The true value of the Team Report lies in its ability to transform comparative data into strategic actions.
1. Workload Balancing
Does the report show that the Support team is managing 80% of the total conversation volume, while the After-Sales team has a much lower load? This could be a sign that agents need to be redistributed or automatic conversation assignment rules adjusted to prevent one team from being overloaded and another from being idle.
2. Efficiency and Process Comparison
If the Sales team has a much shorter resolution time than Technical Support, this might be expected due to the nature of the requests. However, if the Sales team's "First Response Time" is significantly higher, this indicates a bottleneck that could be costing business opportunities. Use this data to investigate each team's processes and standardize best practices.
3. Focus on Quality and Training
Does the CSAT Report per team reveal that the "Finance" team has a consistently lower satisfaction score? This is a clear indicator that something needs improvement. It could be communication, lack of adequate tools, or the need for specific training on how to handle sensitive billing topics. Use CSAT to direct your team development efforts.
4. Topic Analysis per Team
By combining team analysis with the Tags Report, you can discover the main contact reasons for each team. If the Support team receives many conversations with the "Billing Inquiry" tag, perhaps these conversations should be automatically directed to the Finance team, freeing up Support to focus on technical issues.
Frequently Asked Questions
How do I create a team in Papo?
You can create and manage teams by accessing Settings. There, you will find options to create teams, name them (e.g., Support, Sales), and add collaborators (agents) to each one. This is a fundamental step to enable team reports.
What is the difference between the Team Report and the Agent Report?
The Agent Report focuses on the individual performance of each collaborator, showing metrics such as the number of resolved conversations and the response time of a specific agent. The Team Report, on the other hand, aggregates data from all agents belonging to the same team, offering a view of the group's collective performance.
How is CSAT calculated for a team?
A team's CSAT is the average of the satisfaction scores from all conversations that were rated by customers and handled by agents belonging to that team during the selected period.
Is it possible to see which channels (WhatsApp, Instagram) each team uses most?
Yes. By accessing the Conversation Report, you can apply filters by team and by channel. This allows you to analyze, for example, if your Sales team receives more contacts via Instagram, while Support is more frequently contacted via WhatsApp or Email.
What happens to metrics if a conversation is transferred from one team to another?
Generally, time and resolution metrics are attributed to the team that finalizes and resolves the conversation. However, the exact attribution may depend on the platform's settings. It's important to monitor how these transfers impact your reports to ensure accurate analysis.
Can I compare a team's performance with Papo's AI?
Yes. Since Papo's Artificial Intelligence can also resolve conversations and interact with customers, it appears in reports as an agent. This allows you to directly compare the efficiency, resolution volume, and even customer satisfaction between automated services and those performed by your human teams.
Start using for free and organize your teams →
The first user is free, allowing you to test team organization and reports.