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Team Report

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Sprout Social enables teams to provide effective social care, and the enhanced Team Report allows customers to understand how individual agents are providing exceptional customer experiences across various time frames: Business Hours, Off Hours, and All Hours.

Use the report to:

  • Benchmark team goals across the full social care spectrum
  • Analyze the effectiveness of response of individual team members
  • Gain insight on how often and how fast team members reply on the profile level
  • Evaluate individuals on proactive and preemptive customer care

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Note: This report is available on Corporate and Enterprise plans only.

 

Replies, by Team Member

This section summarizes key response metrics for individual team members within the date range and profiles selected.  

Toggle between All HoursBusiness Hours and Off Business Hours, which changes the data for each team member.

Note: Business hours default to 9 AM to 5 PM each day, based on each individual user's timezone (can be set up in Personal Settings). Business Hours can be customized in Report Settings.

The timestamp on the reply dictates whether they are on or off business hours.

 

 

Total Replies: The total number of replies sent by this team member.

Average Thread Size: Average number of back-and-forth replies that ensue when exchanging messages.

Average Reply Time: Average amount of time it took to reply to a message.

Median Reply Time: Median (halfway point) amount of time it took to reply to a message.

Quickest Reply: Out of all messages that were responded to, the shortest amount of time it took to respond to a message.

Slowest Reply: Out of all messages that were responded to, the longest amount of time it took to respond to a message.

Note: We consider replies to Tweets, Twitter Direct Messages, Facebook wall posts and comments, and Instagram comments in this report as long as the corresponding profiles are selected in the profile picker.

 

Replies, by Profile, by Team Member

This section provides insight on how often and how fast individual team members are replying to messages on the profile level. Active agents on each profile are listed, and agent-level metrics are aggregated to obtain profile-level metrics.

Note: We consider replies to Tweets, Twitter Direct Messages, Facebook wall posts and comments, and Instagram comments in this report as long as the corresponding profiles are selected in the profile picker.

 

 

Publishing, by Team Member

Evaluate individuals posting content in your group within the date range and profiles selected.   

 

Total Posts: The total number of posts published by this team member.

Daily Average: Average number of social posts per day.

Total Replies: The total number of replies sent by this team member.

Reply to Post Ratio: Total number of replies divided by total number of posts. Indicates the team member's marketing activity against their customer service activity.

Note: If a team is only publishing in Sprout, this is the sole section shown on the report.



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