The Team Member Trends Dashboard offers a comprehensive performance analysis for individual team members, providing data filters, performance comparisons, and detailed charts for areas such as star ratings, areas of improvement, and performance by tags.

This report is available to Admins (who can see data for all Team Members), Team Leaders (who can see information for their Team Members), and Team Members (who can see their own information). All users can filter the report by Start date and End date. Team Leaders and Admins can also filter the report by Team member name.

To open the Team Member Trends Dashboard as a Team Member click Trends in the Medallia Agent Connect navigation bar. If you are a Team Leader or Admin, click Trends in the navigation bar and then click Team Member.

The top of the dashboard shows the Team Member and the date range of the data, followed by the Actions & Kudos section. This section includes items from specific interactions, 1:1s, and QA reviews that were specifically highlighted for attention.

Overview

The Overview chart shows summary data for the Team Member, and indicates whether the Team Member's performance is above average (top 25%), at average, or below average (bottom 25%) compared to the team and to the entire company.

Star rating over time

The Star rating over time chart shows the range of the Team Member's average star rating over time, including comparison lines for the rest of the team and the entire company. The data points in this chart always show as weeks, regardless of your filter settings. Similarly, the Star rating by channel provides a performance breakdown for the Team Member, the team, and the company across different interaction channels.

Star distribution

The Star distribution chart is an area chart showing the percentage of each star rating value over time, displayed as weekly data points.

Areas of improvement

The Areas of improvement chart displays the areas of improvement configured for your company and how many votes the Team Member received for each. If you are using Areas of Excellence, the report includes an Areas of excellence chart showing the areas in which the Team Member is excelling. For more information, see Areas of Excellence and Areas of Improvement.

Performance by tags

The Performance by tags chart shows the most common tags in the Team Member's interactions, and the average performance for those interactions.

Additional question

Additional question charts show data for the Team Member's performance for the additional questions in your company's surveys.

1:1 activity

Recent 1:1 activity lists recent sessions. Click a session in the Day column to open that session for review. For more information, see 1:1s.