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Report templates

Effectiveness reporting

Measure how well your team resolves conversations in Featurebase Reports - first-contact closes, replies to close, reassignments, and assignment speed.

Written By Markus Palm

Last updated 4 days ago

Overview

The ‘Effectiveness’ template shows how well conversations get resolved once they reach your team:

  • How many close on first contact

  • How many replies a resolution takes

  • How often conversations change hands

  • How quickly conversations are assigned and closed after assignment

Go to the Reports tab and create a new report. Select the ‘Effectiveness’ template to get started quickly.

Note: You can also combine reporting metrics and attributes to create your own custom report.

Conversation effectiveness

Key metrics

Six KPIs at the top summarize the selected period:

  • ‘Conversations replied to’ - unique conversations that received at least one visible teammate reply during the period

  • ‘Closed conversations on first contact rate’ - the percentage closed by a teammate on first contact

  • ‘Median replies to close a conversation’ - the median number of teammate replies before close

  • ‘Conversations reassigned’ - conversations moved to another teammate after work begins

  • ‘Median time to first assignment’ - how quickly conversations reach a teammate

  • ‘Median time from first assignment to close’ - how long conversations take to close after assignment

Note: The two assignment-time metrics use All hours by default. In a copy of the template, turn on Within office hours for a supported chart when you want to exclude time outside your workspace schedule.

Trends over time

Below the KPIs, matching charts trend replies to close, assignment speed, first-contact closes, reassignments, and time from assignment to close across the date range.

Use the chart controls to inspect a metric or its underlying conversations:

  • Info icon - check the metric description, Timestamp, Aggregation, and office-hours state

  • Drill-in - see the conversations behind a data point

Customize this report

Your copy of the template is a regular custom report - add, remove, or reconfigure any chart. Useful additions from the same dataset:

  • Time to close and Time to first close (each with including and excluding bot variants) - the time to the last or first close by a teammate, with or without time in the Bot inbox

  • Reopen rate and Reopened conversations - how often closed conversations come back

  • Teammate replies per conversation, Customer replies per conversation, and Reassignments per conversation - per-conversation averages that include conversations with zero replies or reassignments

Useful filters

  • Conversation tag - compare how different conversation types get resolved

  • Channel - compare effectiveness across the sources where conversations begin

  • Teammate or Team - compare people or teams; these dynamic filters follow the action measured by each chart

You can also break a chart down by these attributes to compare groups side by side. The full metric dictionary lives in Reporting metrics and attributes.

Learn more about customizing reports →

Effectiveness report use cases

See how different types of conversations are handled

Filter by Conversation tag or Channel to compare first-contact close rates and replies to close across different conversation types.

See how different teammates or teams are handling conversations

Filter by Team or Teammate to compare first-contact closes, replies to close, and reassignments, then identify training needs. If first-contact close rates are low, review your assignment rules to ensure conversations reach the best team.

Check if conversations are being picked up by the right person

‘Conversations reassigned - by time’ helps you see whether the right person picks up a conversation first.

Gauge teammate workload and capacity

Compare ‘Median time to first assignment’ with first-response time in the ‘Responsiveness’ report. A low assignment time with a high first-response time can mean conversations reach teammates quickly but wait because those teammates are at capacity.

Measure time from assignment to close

‘Median time from first assignment to close - by time’ shows how long conversations take to close after assignment, excluding the customer's initial wait for assignment.

FAQs

The conversation was closed by a teammate with a single grouped teammate reply. Multiple quick messages in a row still qualify, but once the customer replies and your team responds again before closing, the conversation no longer counts.

‘Conversations reassigned’ only counts reassignments that happen after a teammate has replied. Handoffs before the first reply, like routing rules or manual triage assigning the conversation to the right owner, are part of normal assignment and are not counted.

Both metrics use the assignment immediately before the first teammate reply. If the conversation is assigned multiple times before that reply, they use the last of those assignments.

  • ‘Median time to first assignment’ - measures from conversation start to that assignment

  • ‘Median time from first assignment to close’ - measures from that assignment to the last close by a teammate

Assignments after the first teammate reply do not move the start.

Conversations that are never assigned to a teammate or never receive a teammate reply do not contribute to either metric.

Apart from ‘Conversations replied to’, which counts conversations in the period the reply was sent, Effectiveness metrics group conversations by their start date - and closes, replies, reassignments, and reopens can happen later.

A conversation started in August and closed in September updates August's metrics.

Expect recent periods to keep settling as their conversations resolve.

Still need help? Ask the team