> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vambe.me/llms.txt
> Use this file to discover all available pages before exploring further.

# Analytics & Metrics

> Monitor your team performance, track response times, and analyze customer engagement with comprehensive analytics endpoints.

## Team Performance Analytics

Track how your team is performing with real-time metrics and historical data.

### Team Member Metrics

* **[Response Time by Team Member](/reference/analytics/get-agent-response-time)** - See average response times for each team member
* **[Team Member Distribution](/reference/analytics/get-agent-distribution)** - View workload distribution across your team
* **[Average First Response Time](/reference/analytics/get-average-first-response-time)** - Track team-wide first response performance

### Performance Metrics

Check the **Analytics & Reports** API tab for additional performance metrics including:

* Unanswered conversations count
* Response time statistics (median, p90, average)
* Pipeline distribution of conversations

## Contact & Conversation Analytics

Monitor customer engagement and conversation patterns through the analytics API endpoints.

### Getting Started

1. **Choose your metrics**: Decide which KPIs are most important for your team
2. **Set up dashboards**: Use these endpoints to build real-time dashboards
3. **Track trends**: Compare metrics over time to identify improvements
4. **Set benchmarks**: Use the data to establish performance standards

## Key Metrics to Track

### Response Time Metrics

* **First Response Time**: How quickly does your team respond to new messages?
* **Average Response Time**: Overall speed of team member responses
* **Median vs Average**: Understand typical vs outlier performance

### Workload Metrics

* **Conversations per Team Member**: Is work distributed evenly?
* **Unanswered Conversations**: Are there backlogs building up?
* **Pipeline Distribution**: Which areas need more resources?

### Customer Engagement

* **Active Contacts**: How many contacts are engaging?
* **Pending Responses**: Customer satisfaction at risk
* **Contact Growth**: Track new contacts over time

## Best Practices

1. **Monitor Daily**: Check key metrics every day
2. **Set Alerts**: Create alerts for critical thresholds
3. **Compare Periods**: Week-over-week, month-over-month comparisons
4. **Share with Team**: Make metrics visible to encourage improvement
5. **Act on Insights**: Use data to make operational changes

## Performance Benchmarks

### First Response Time

* ⭐⭐⭐ Excellent: \< 3 minutes
* ⭐⭐ Good: 3-5 minutes
* ⭐ Fair: 5-10 minutes
* ⚠️ Needs Improvement: > 10 minutes

### Team Member Workload

* 🟢 Low: \< 10 open conversations
* 🟡 Medium: 10-20 open conversations
* 🔴 High: > 20 open conversations

## Related Resources

* [Team Management](/reference/team-members/get-all-team-members) - Get your team member list
* [Contact Management](/reference/contact/get-info-of-an-ai-contact) - Access contact data
* [Conversations](/reference/contact/get-conversations) - View conversation history