Staff management
Activity reports
Hours on duty, tickets handled, and how quickly staff respond.
This is a Pro feature.
/subscribe to enable it.Everything here is computed from duty sessions and ticket history. If nobody clocks in, these read as zero.
What is measured
| Metric | Meaning |
|---|---|
| Duty hours | Time clocked on. |
| Tickets claimed | How many they picked up. |
| Tickets closed | How many they finished. |
| Median first reply | How long a member waits for a staff answer. |
| Median close time | How long a ticket stays open. |
Medians, not averages, deliberately — one ticket left open over a holiday weekend would wreck an average and tell you nothing about a normal day.
Reading it
/activity member:@Alex days:30 for one person, /leaderboard days:7 to rank the
team. The dashboard shows the same data as charts over time.
These are conversation starters
A low number can mean somebody is slacking, or that they work a quiet timezone, or that they spent the week on one enormous case. The numbers tell you where to look, not what to conclude.
Commands
/activity
Show a staff member’s activity
/leaderboard
Rank staff activity for a period