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Hootsuite equips customer support teams with the tools to collaborate efficiently on social. These tools enable teams to:
- discover and respond to customers with streams or Inbox.
- categorize content with inbound message tagging.
- assign messages between teams in streams or Inbox for consistent handling.
- set up automated tagging and routing based on keywords.
Team metrics in Hootsuite Analytics combine data from all these features to empower you with valuable insights into the work you’re doing on social. If you're an Enterprise team admin you can view these metrics and get a holistic view of your team's performance. Build reports of key metrics for regular monitoring, and export reports as needed or on a schedule.
Here are some ways you can use analytics to inform your resourcing and social strategies:
- Assess the volume of incoming messages on each social network, and how many assignments they generate.
- Identify patterns in the conversations your team is having with message tagging.
- Measure team productivity and efficiency in resolving your customers' needs.
- Ensure response times are meeting your service level agreements.
Time-based team metrics
Data is available for all Twitter and Facebook messages assigned, responded to, and sent through the Hootsuite dashboard. Whether your workflows are contained in Streams and Assignments Manager, or within Inbox, Hootsuite Analytics will automatically combine the metrics from both in one report. Five of these are time-based around assignments. They help you analyze how quickly customer inquiries are being resolved on social.
Pickup time - The time between receiving a customer inquiry and creating an assignment for it.
Handling time - The time between creating an assignment and the assignee marking it as resolved.
First Response time - The time between receiving a message from a customer and responding to it for the first time.
Overall Response time - The average of response times for each reply to a customer in a conversation thread.
Resolution time - The time between receiving a message from a customer and the assignee marking the corresponding assignment as resolved. From a customer’s perspective, this is the total time it took to have their inquiry resolved.
View the metrics library for a complete list of available team metrics.
Note: Response times for the current day may not be accurate, based on the intervals at which we pull data from each social network, and link up corresponding messages and replies. Allow a day to ensure response times are accurate for all interactions.
Getting started with team metrics
Start by creating a team metric report from one of the available templates. Enterprise users with Team Admin permissions will be able to see data for their teams.
- In Analytics, click New Report in the left-hand panel.
- Select the Team tab.
- Click Create Report on one of the Team templates.
Slice and dice the data at your fingertips by configuring your reports and tiles. Compare activity on your dedicated support channels against your other brand accounts. Break down your message volume into categories by filtering on inbound message tags. Apply filters on teams, team members, social accounts, tags, or message types, in any combination, both on individual tiles or on a whole report.
The time-based team metrics (first response time, overall response time, pickup time, handling time, and resolution time) are calculated by default as absolute times, assuming social support is available on a 24/7 schedule.
Different working hours can be defined for your organization. This would allow you to measure things like response time and assignment handling speed according to when your support team actually works. For example, you can exclude weekend days from your response times if your team doesn’t work weekends.
Note that only one schedule can be defined per organization and will apply to all metrics. Setting working hours also applies them retroactively, recalculating all historical data.
Please reach out to your customer success manager to enable a defined working schedule for your organization.
Why am I seeing the error “There is no data for this date range” in my team metrics?
Team metrics can only be viewed by Team Admins. If you are seeing this error message, you may not have the correct Admin permissions for the selected team.
If data is not displaying for Assignments or First Response Time team metrics, there may not be any assignments or responses during the selected date range.