How to see how your team replies

Analytics → Team shows the work your team does in the Inbox: how quickly a teammate replies after a customer writes, how many conversations each person completed, what was assigned to whom, and what's open right now. Every number can be opened into the conversations behind it, and the whole report exports as a CSV with the same filters.

It counts from the team inbox's history — see how-to-team-inbox.md — so it needs the team inbox on in your workspace, and it fills in as your team assigns, replies to and completes conversations.

Where it's on: team analytics is being turned on workspace by workspace. If Analytics has a Team tab beside Overview and Reports, it's on for yours. It's part of full analytics, on Growth and up.

Who sees what: owners and admins see the whole team. Everyone else sees their own work — their replies, completions and assignments — and the queues they can see in the Inbox. See roles-and-permissions.md.

Step 1: open the Team report

1. Open Analytics.
2. Click Team beside Overview and Reports.
3. Pick a range: 7d, 14d, 30d or 90d. The range stays when you switch views.

Step 2: choose the team, teammate, channel and time zone

1. Under the tabs, pick a Team (one of your groups), a Teammate, a Channel and a Time zone. Teammate is there for owners and admins; everyone else always sees their own.
2. Click Apply. Reset goes back to everyone.

The line under the filters says exactly what you're looking at — for example "Sep 9 – Sep 15 · Australia/Sydney · Everyone · Every team · Every channel". A day is a calendar day in the time zone you chose, so the chart, the tables and the CSV always agree.

Step 3: read the numbers

• First teammate reply — the median time from a customer's message to the first reply a teammate sent, with how many were answered and how many are still waiting. It's labelled Teammates only: replies from HyperDM's AI and from automations never count. For every reply, AI included, use Reports → How fast you reply.
• Completed — each time a conversation was marked Completed, with how many were reopened afterwards and how many were completed without a teammate reply.
• Assigned — each time a conversation was given to a teammate: by someone, with Assign to me, by auto-assignment or by an automation.
• Unassigned now — conversations nobody owns right now, and how long the longest-open one has been open. It's now, not the range.

Below the tiles: How fast your team replies (the times, bucketed), Day by day, By teammate and Open right now, with links to those queues in the Inbox.

Waiting means a customer is waiting on your team: their message started the clock in the range you picked, and nobody on the team has answered it. A conversation HyperDM's AI or an automation answered isn't waiting — HyperDM has it — until it's handed to your team.

Step 4: open the conversations behind a number

1. Click any underlined number — a tile, a bucket, a day in The days as a table, or a cell in By teammate.
2. A dialog lists what it counted, newest first (for Waiting, the longest wait first): when, who, the channel, what happened, and a link to the conversation. Click Show more for the next 50.
3. Click Close or press Esc.

The list and the number always match, even if you open the list later: it counts as of the moment the page loaded. A conversation you can no longer see — your workspace shows agents and clients only their own, and it moved to someone else — is listed without its name, a link or what happened to it later, so your own numbers still add up. Nothing a customer wrote is shown here.

Step 5: export the same report

Click Export CSV in the header. The file is the report on screen, as of the moment the page loaded: the same range, time zone, team, teammate and channel, the definitions in words, the totals, the days, the teammates, the times and the list behind every total — up to 5,000 of each kind, and the file says when there were more. Its name carries the day and the time zone. Conversations are named by a short reference, not by the customer, and nothing anyone wrote is in it.

How each number is counted

Open How each number is counted at the bottom of the report for the full rules. In short:

• The clock starts at the customer's message that opened or reopened the conversation. If a teammate opened it themselves, it starts at the customer's message they opened it to answer, or at their next one. If it was already open when the team inbox arrived, it starts at the customer's next message. If HyperDM's AI or an automation was answering and handed it to your team before anyone replied, it starts at that hand-off instead. It stops at the first message a teammate sends.
• Elapsed time, around the clock. HyperDM has no business hours, so a message at night that's answered in the morning counts every hour it waited.
• Credited by history. A reply counts for whoever sent it, a completion for whoever completed it, an assignment for whoever received it. Reassigning a conversation later doesn't move anyone's past work, and a teammate who has left keeps theirs.
• A reopen doesn't undo a completion. It's counted as "reopened afterwards" against the completion, and a new first-reply clock starts.
• Only replies sent from HyperDM count. A reply typed in the Instagram app isn't in HyperDM's thread, so it doesn't stop the clock.

The teammate table is listed by name, not ranked: a count is events, not effort.

Common problems

Everything else on the page is in analytics.md.