How the Team Leaderboard is Calculated

In your Groove Reports, there is also a section for your Team in the left sidebar. This team section has a leaderboard that shows how many resolutions and awesome ratings each team member has had for the given time period, along with a score. 

The score is calculated by a weighted algorithm that factors in an agent's resolutions (tickets closed with a reply) and their awesome ratings.

Quick resolutions carry more weight, so it's possible for an agent with less replies to have a higher score if they are answering them quickly. A quick resolution is a ticket closed with a reply less than 30 minutes after it is created. 

While not 100% precise, your team leaderboard gives an at-a-glance overview of how your team is performing.