# Compare your teams in Analytics — the Team scorecard

> SkedX Flow Analytics has a Team scorecard card (shown once the workspace has a team; hide or show it under Customize). It is one sortable table for any number of teams: All teams on top (each chat counted once), then the teams (the first 10, then Show all), and Not on a team pinned at the bottom. Columns: Chats received (new chats a rule or the AI first sent to the team in the period; a chat handed to another team later still counts where it was sent), Replies, Handled and Solved (each person’s numbers added up; a person in two teams counts in both, All teams counts them once), Purchased and Lost (how the team’s chats ended, from each chat’s last stage in the period; hover Lost for the reasons), First response, SLA met and Breaches (worked out over the team’s own chats against the workspace’s first-response target). A summary line gives the number of teams, the range and average of new chats per team, the fastest first response and the most SLA breaches, with Even split or Uneven split (even = every team within about 10% of the average, or 2 chats when numbers are small). Search finds a team by name; My team shows only the teams you are in; click the arrow beside a team to see its people (with “also in” for people in several teams). On a phone each team is one row with sort chips. Download CSV gives the table. It follows the page’s period (last 7, 30 or 90 days, or your dates). Admins only, like the rest of Analytics. Data: GET /api/analytics/teams/ (range, startDate, endDate, q, mine=1).

Product: SkedX Flow · Topic: Insights · Draft — steps not yet re-verified in the live product

When two teams share the chats, you want to know two things: did they get the same number, and what did each do with them. The Team scorecard answers both, on one table, for two teams or twenty.

## Step 1: Open the Team scorecard

Open **Analytics** and scroll to **Team scorecard**, under Agent Performance. The summary line gives the new chats per team and the average for the period you picked at the top of the page. **Even split** says the teams got about the same. Click any column, like **Chats received**, to sort by it. **Not on a team** counts chats no rule sent to a team.
Open it directly: https://flow.skode.ai/analytics#team-scorecard

## Step 2: See a team’s people

Click the arrow beside a team to see its people and their replies, handled and solved — the same numbers as Agent Performance. Someone in two teams says **also in** the other one.

## Step 3: How the chats ended, and finding one team

**Purchased** and **Lost** count how each team’s chats ended, from the stage set on them; hover a Lost number for the reasons, like Price. With many teams, type a name in **Search teams**, or click **My team** to see only the teams you are in. **Download CSV** saves the table.

## Common questions

### Why does a team’s Chats received not match its Handled?

Chats received counts the new chats sent to the team. Handled counts chats assigned to its people — including chats someone handed them from another team, or old chats assigned by hand.

### We handed a chat to the other team. Whose number is it?

Chats received stays with the team it was first sent to, so the split stays honest. Handled, Solved and the outcome go to whoever has it now.

### Where do Purchased and Lost come from?

From the stage set on each chat — see [Set a customer’s stage](https://skode.ai/help/flow/inbox/set-a-customers-stage/). A Lost chat counts by the reason chosen; one with no reason counts as No reason given.

### Why don’t the team rows add up to All teams?

People in two teams count in both teams’ rows; All teams counts every chat and reply once.

### What counts as a reply?

A message someone on your team sent to a customer, from any inbox, the CRM, the dock or their own mailbox. Team notes, imported messages, sends that failed, AI replies, automations and integrations such as the API or Zapier do not count. Replies count from 10 September 2026, when Flow began recording who sent each message.

### Why did our Replies jump?

Replies used to read far too low: Analytics was not matching a reply to the person who sent it. Nothing about your team’s work changed. The number now shows what people really sent.

### I can’t see the card.

It appears once your workspace has a team, and only for admins, like the rest of Analytics. Check **Customize** at the top of the page too.

## Useful links
- Analytics in SkedX Flow: https://flow.skode.ai/analytics#team-scorecard

Videos and screenshots © 2026 SkedX, with sample data only. Share and link to them freely; copying the SkedX product or its design is not allowed. Terms: https://skode.ai/terms/

## Related guides
- Make new chats take turns between your teams: https://skode.ai/help/flow/team/make-teams-take-turns-on-new-chats/
- Hand a chat to someone or another team, and say why: https://skode.ai/help/flow/inbox/hand-a-chat-to-someone-or-another-team/
- See what is waiting on your team, and filter the inbox by team: https://skode.ai/help/flow/inbox/see-what-is-waiting-on-your-team/
- See and change a customer’s stage from their contact, and edit your stages: https://skode.ai/help/flow/inbox/set-a-customers-stage/

Source: https://skode.ai/help/flow/insights/compare-your-teams-in-analytics/