> For the complete documentation index, see [llms.txt](https://help.zaapi.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.zaapi.com/analytics/team-dashboard.md). # Team dashboard **Per-agent performance across the selected period.** This page takes the same metrics as the Support page and breaks them down by individual agent, so you can see who's handling what, who's fast, and where to coach or rebalance. Like every page except Live, it's calculated for the **date period** you select and respects the filters at the top. The shared rules — period model, averages, elapsed time, time zone — all come from How we calculate analytics. *** ### This page is about human agents The Team page only shows **human agents**. Work the AI Agent handled with no human reply (Zero Touch) doesn't appear as a row here — you'll find that on the Support page. That's also why the agent rows on this page won't add up to the Support page totals: AI-resolved tickets, and any tickets handled by agents not shown, sit outside this table. (More on this under *Reading the table* below.) *** ### How a metric is attributed to an agent If a ticket is assigned to Agent A and then re-assigned to Agent B; you will see one ticket assigned to A and one assigned to B. This is the key thing to understand about the page. A single ticket can be touched by several people, so each column credits an agent based on a **specific action**: | Metric | Definition | | --------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **ASSIGNED** | Distinct tickets the agent was assigned via `TICKET_ASSIGNMENT` events in the period. Reassignment credits **both** agents: Alice→Bob means +1 for Alice and +1 for Bob. | | **REPLIED** | Distinct tickets where the agent sent **any** seller message in the period. Deliberately broader than "sent the first response" — follow-ups count too. | | **CLOSED** | Distinct tickets the agent closed in the period. `closed_by_agent = TRUE` only. | | **MSG\_SENT** | Seller messages the agent sent in the period. | | **MEDIAN\_FRT\_SEC** | Median of `first_response_seconds` over the agent's `TICKET_FIRST_RESPONSE` events in the period. | | **MEDIAN\_RESP\_SEC** | Median of `response_time_sec` over the agent's permanent replies (exchanges) in the period — first responses **and** follow-ups. | | **MEDIAN\_RES\_SEC** | Median resolution time (first `ticket_opened` → this agent's `ticket_closed`) over tickets the agent closed in the period. Same auto-close exclusion as CLOSED. | The same attribution applies when you use the **Agent filter** on any other page (e.g. scoping the Support page to one agent). *** ### Top Performers Four cards highlighting the agent leading on each headline metric for the period: * **Closed tickets** — most tickets closed * **Messages sent** — most messages sent * **First response time** — fastest median first response * **Resolution time** — fastest median resolution Note the direction flips by metric: for **Closed** and **Messages sent**, more is better; for **First response time** and **Resolution time**, *faster* (lower) wins. The same agent can lead more than one card. *** ### Agent Performance The full table, one row per agent, with an **Median** row at the top. **The columns:** five of them — **Closed**, **Msg Sent**, **Median FRT**, **Median Resp**, **Median Resolution** — mean exactly what they do on the Support page, just scoped to one agent. See Support for those definitions. This page adds two agent-specific columns: * **Assigned** — tickets assigned to the agent (see attribution table above). This is workload, not output: an agent can be assigned a ticket they never reply to or close. * **Replied** — tickets the agent sent at least one reply on. An agent can reply to tickets that aren't assigned to them, which is normal on a shared inbox — so Replied, Assigned, and Closed are independent counts and won't necessarily line up for a given agent. *** ### Reading the table * **Why don't the agent rows add up to the Support totals?** Two reasons: AI-resolved (Zero Touch) tickets aren't credited to any human agent, and the table covers the agents active in the period — anything outside that isn't summed here. Use Support for the org-wide totals and Team for the per-person split. * **Why might a fast agent show a slow Median Resolution?** Resolution time is the whole ticket's lifetime, not just that agent's active time — see the attribution note above. * **Assigned ≠ Replied ≠ Closed** for an agent — they're credited by different actions, so they're meant to differ. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.zaapi.com/analytics/team-dashboard.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.