Team Performance

Your team's call handling can make or break customer relationships. dialnote's Team Performance reports give you clear visibility into how each person performs—response rates, call durations, trends over time, and coverage across your phone numbers.

Agent Performance#

The Agent Performance table shows individual metrics for every team member. You'll see each person's total calls broken down by inbound and outbound, their response rate (with color-coded badges), average call duration, and current availability status.

Response rates get visual indicators:

• Green (85%+): Excellent—this agent rarely misses calls
• Yellow (70-84%): Good, but room for improvement
• Red (below 70%): Needs attention—too many calls going unanswered

The status column shows whether each team member is currently Available, Away, or set to Do Not Disturb. This helps you understand who's actively taking calls right now.

Team Comparison#

Want to see how your team stacks up against each other? The Team Comparison view ranks everyone by response rate, complete with medal badges for your top three performers.

For each agent, you'll see:

• Total calls (with previous period comparison)
• Response rate with trend arrows showing improvement or decline
• Total talk time across all calls
• Missed calls count (highlighted red if over 20)

This ranking creates healthy competition and makes it easy to identify coaching opportunities. If someone's trending down, you can step in early.

User Groups & Coverage#

When multiple team members share a phone number, you need to know how well that number is covered. The User Groups & Coverage section breaks this down by phone number.

For each shared number, you'll see:

• Member count: How many people handle this line
• Group response rate: The collective answer rate
• Average response time: How quickly calls get picked up (in seconds)
• Coverage percentage: What portion of business hours has available agents
• Top contributor: Who handles the most calls on this number

Coverage ratings work like this:

• Excellent (90%+): Business hours are well-staffed
• Good (70-89%): Most hours covered, some gaps
• Needs Attention (below 70%): Too many hours without available agents

Shared Number Performance#

The Shared Number Performance table focuses specifically on phone numbers used by multiple team members. For each line, you'll see total calls, how many were answered versus missed, the overall response rate, and who handles the most calls (the "primary handler").

This view helps you answer questions like:

• Is call volume distributed evenly, or does one person carry the load?
• Which shared numbers have the best answer rates?
• Are there lines that consistently underperform?

Exporting Data#

You can export team performance data to CSV for further analysis or reporting. The export includes all visible metrics and respects your current date range filters.