The Team Trends Dashboard is specifically for Team Leaders that have Team Member direct reports. On this report, Team Leaders can see summary performance metrics for their Team Members, and can drill down for more detail about any individual Team Member.

To open the Team Trends Dashboard, click Trends in the Medallia Agent Connect navigation bar, and then click Team.

In the time period selection dropdown at the top of the report, select the time period for the data displayed. By default, the report shows data for the most recent seven days. If you want to receive scheduled email digests for this report, click Subscribe.

Trend metrics

The top of the report shows the three Trend metrics configured for your company. For information about configuring these metrics, see Metric Configuration. For each metric, the tiles include rows for the overall average and the average for each channel. For each row, the tiles show how that score compares to the average for the entire company, and how that score compares to data over the previous date range. For example, the following image shows tiles comparing data for the past 30 days:

Areas of improvement

The next section shows the six areas of improvement configured for your company, and the number of responses your team as a whole has collected for each area in the selected time period. If your company is using areas of excellence, the report also includes information about these areas. Click any area to open a dialog showing detailed information for each team member. For more information, see Areas of Excellence and Areas of Improvement.

Team members

The bottom of the report includes a table that lists all your team members. Separate tabs in the table show data for each Team Member's Metrics, 1:1s, and QA reviews. Click Export to download a CSV file with all data from the table. To schedule a 1:1 session with a Team Member, click the option icon at the right side of that Team Member's row, and then click New Session. Click a name to open the Team Member Dashboard for that Team Member. For more information, see Team Member Trends Dashboard.

Metrics tab

The Metrics tab shows each Team Member's number of responses, Star Rating, and the percentage of negative responses. Use this tab to track the growth of each Team Member over time, and to compare the performance of your Team Members.

1:1s tab

Use the 1:1s tab for a summary of how you have been coaching each Team Member, to help guide your next 1:1 conversations, and identify who needs a little extra help. For more information, see 1:1s.

QA tab

Use the QA tab to see summary scores for the QA reviews completed for each Team Member's interactions. For more detailed QA report data, see the QA Dashboard. For information about conducting QA reviews, see Quality Assurance (QA).