Sprout Social enables brands to provide exceptional and efficient customer care. The Task Performance report allows teams to measure users’ productivity and efficiency based on Task assignment and completion across the Sprout account.
Note: This report is available on Corporate and Enterprise plans only.
Assigned vs. Completed
This section analyzes group and individual productivity performance by comparing Total Tasks Assigned to Total Tasks completed over a specific time frame.
Task Performance, by Team Member
Assigned: Number of tasks assigned to a team member within the selected date range. Reassigned tasks increase the task count.
Completed: Number of tasks assigned to a team member within the selected date range that are now listed as complete. Reassigning a task to another user counts as completing the task for this report.
First Touch: The amount of time between when a task is assigned and when a reply is sent to the tasked message. The reply must occur after the task is assigned to be tracked in this report.
Active Task Time: The cumulative time that a task is open. This metric gives insight into how long a task remains open when it is assigned.
Task Resolution: The elapsed time between when a task is ﬁrst assigned to a user to the ﬁnal time it is marked as complete. This metric tracks total resolution time from ﬁrst open to ﬁnal close.
Completion Ratio: The ratio of assigned tasks within the reporting time range that are now marked completed.
Note: First Touch, Active Task Time, and Task Resolution metrics are averages for all tasks for the selected time period.
Example: A message arrives in the Smart Inbox at 1 p.m. Jen tasks the message to Amanda at 1:05 p.m. Amanda responds to the message at 1:10 p.m. and closes the task. Later on, she realizes that she needs to follow up with the customer. She reopens the task at 1:45 p.m. to track the amount of time she spent working on that particular issue.
After finishing her follow up, she closes the task again, at 2:00 p.m.
For this task, Amanda's metrics would be listed as follows:
First Touch: 5 minutes, the amount of time it took to reply to the message after it was tasked to her. This metric is tracked separately from task status, so if a task is closed before a reply is sent, First Touch time will update once a reply is eventually sent.
Active Task Time: 20 minutes, the cumulative amount of time the task was open.
Task Resolution: 55 minutes, the amount of time it took from when the task was first assigned, until final close.