Team Performance
Team Performance reports on technician productivity, ticket workload, and SLA compliance across your organization for a selected time period.
Overview
The Team Performance page lets you:
- See organization-wide summary stats (team size, average tickets resolved per member, average utilization, average response time, and the top performer).
- Track a performance trend showing tickets resolved over time.
- Compare current open and in-progress ticket workload across team members.
- Review per-member metrics in a sortable table (assigned, resolved, resolution rate, response time, billable hours, utilization, and SLA compliance).
Navigate to Analytics → Team
Open Analytics → Team in the left sidebar (/analytics/team). The
Analytics section requires the reports.read permission, so it is visible
only to users whose role grants reporting access.
Time Period Filter
A period selector in the page header controls the window used for every metric on the page. Available options:
| Option | Range |
|---|---|
| Last 7 days | Trailing 7 days |
| Last 30 days | Trailing 30 days (default) |
| Last 90 days | Trailing 90 days |
| Last 12 months | Trailing 12 months |
The Back button next to the selector returns you to the Analytics Overview page.
Summary Stats
Five cards across the top summarize the team for the selected period:
| Card | What it shows |
|---|---|
| Team Members | Number of active members with activity in the period |
| Avg Tickets/Member | Average tickets resolved per active member |
| Avg Utilization | Average billable-time utilization across members (%) |
| Avg Response Time | Average first-response time across members (hours) |
| Top Performer | Member who resolved the most tickets in the period |
Members with no activity in the period (no assigned tickets, no resolved tickets, and no billable hours) are excluded from these averages.
Charts
| Chart | Description |
|---|---|
| Performance Trend | Line chart of tickets resolved over the period. The window is broken into daily points for short ranges and weekly points for longer ranges. |
| Current Workload Distribution | Bar chart of Open and In Progress tickets currently assigned to each team member (up to eight members). |
The workload chart reflects current open/in-progress assignments, not the selected time period.
Team Members Table
The Team Members table lists individual performance metrics for the selected period, sorted by tickets resolved (highest first).
| Column | Description |
|---|---|
| Name | Team member's display name (falls back to email) |
| Assigned | Tickets created and assigned to the member in the period |
| Resolved | Tickets the member resolved in the period |
| Resolution Rate | Resolved divided by assigned, as a percentage |
| Avg Response | Average first-response time, in hours (see How Metrics Are Calculated) |
| Billable Hrs | Billable time logged on tickets in the period |
| Utilization | Billable minutes divided by total logged minutes (%) |
| SLA Compliance | Share of the member's tickets whose first response met the SLA response target (%) |
Color cues help you scan the table:
- Resolution Rate is shown as a badge that is highlighted at 80% or above and muted below 80%.
- Utilization is green at 80%+, yellow at 60–79%, and red below 60%.
- SLA Compliance is green at 90%+, yellow at 70–89%, and red below 70%.
When a member has no SLA-eligible tickets in the period, their SLA Compliance is reported as 100%.
Workload Distribution
Below the table, the Workload Distribution section shows current ticket assignments as a progress bar per member. Each row lists the member's combined open and in-progress ticket count and that member's share of the total current workload as a percentage.
How Metrics Are Calculated
- Response and resolution times are measured in business hours when your organization has business-hours support windows configured; otherwise they reflect elapsed time.
- Resolution Rate = resolved tickets ÷ assigned tickets for the period.
- Utilization = billable minutes ÷ total logged minutes on tickets.
- SLA Compliance compares each ticket's first-response time against the SLA response target for its priority, using your organization's default SLA settings.
Tips
- Use the period selector to compare a short window (last 7 days) against a longer one (last 90 days or 12 months) to spot trends rather than reacting to a single snapshot.
- The Current Workload Distribution chart and the Workload Distribution section both reflect live open work, making them useful for rebalancing assignments before anyone becomes overloaded.
- Low Utilization or SLA Compliance values (shown in red) are good starting points for a one-on-one review, but always weigh them against ticket complexity and volume.