When an account-wide metric changes, use Ruut’s grouped reports to find where the change is happening.
Choose the right view
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Reports → Agents: compare individual agents.
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Reports → Labels: compare tagged conversation topics.
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Reports → Workspace: compare inboxes. The page heading is Inbox Overview.
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Reports → Team: compare teams.
Read the overview table
Each overview has a duration selector and a Business Hours switch. Its table lists conversation counts, average first response time, average resolution time, average customer waiting time and resolution count.
Use the same date range and business-hours setting across views. Read averages alongside the number of conversations: a small sample can
produce a misleading comparison.
Open detailed charts
Click an agent, label, inbox or team name to open its detailed report. In the Workspace detail view, Select Inbox switches the inbox and Duration changes the period. Detailed charts include incoming and outgoing messages as well as response and resolution metrics.
Percentage trends compare the selected period with the preceding period. A decrease in waiting time usually deserves a different interpretation from a decrease in resolved conversations.
Use the results
For example, compare a billing team with its payment-related labels to decide whether it needs a clearer process or more coverage. Keep labels consistent so similar issues remain comparable. Do not rank agents solely by speed; consider issue complexity and customer feedback.
Each overview has a download button for its report. A dash means you should check the selected period and available activity before drawing a conclusion. The screenshot below shows the Team overview.