Performance dashboard
Monitor performance through selected metrics.
The Performance dashboard displays key metrics for team members and teams across your organization. This dashboard enables you to compare performance to the overall team average, company average, or a previous time period, which is important in coaching. The dashboard makes it easy to see who is struggling or exceeding expectations (and by how much), so that you can take action to recognize those who are doing well or coach those who are struggling.
By default, team members can see data only for their own interactions. The default team leader and admin roles grant access to the entire organization, including all teams and team members.
To open the Performance dashboard, click Performance in the top navigation bar.
Performance dials
Dials for the performance metrics configured for your company appear at the top of the dashboard. The following image shows how performance metrics appear to team members:
Every user can filter the dashboard by date range and select a benchmark period for comparison in the Compare to field. By default, team leaders and admins see an additional filter to select any team or team member in the organization.
Investigation overlay
Click any metric or the View Metric Details button to view the Investigation overlay:
Depending on the metric, additional charts, graphs, or tables will appear, allowing you to dig deeper into any particular metric.
The top of the overlay includes a tile for each of your company's performance metrics. Click any tile to view data for that metric. The overlay also includes filters to change the date range and the benchmark against which the data is compared.
Tabs below the tiles show detailed data for the selected metric as an overview of the data over time, by channel, by tags from your customer relationship management solution, by areas of excellence and areas of improvement, and by language. Most tabs include icons that show the data as a table, a line chart, or a bar chart.
The image below shows the Tags tab for the Star Rating metric, for example:
Teams & Team Members table
The Performance dashboard includes a Teams & Team Members table and a similar Groups & Group Members table. The tables show the same metric data as the metric dials, but they shows performance data for each individual and team/group in the organization at a glance.
You can expand and collapse rows in the tables to restrict the view to only what you want to see. For example, the following image shows the Teams & Team Members table with one specific team expanded:
Click any metric in the table to view more details in a pop-up panel. Buttons in the panel allow you to add the metric to a 1:1 session (when viewing a single team member), view the survey responses that contributed to the score, or view the full Investigation overlay to dig deeper.
Configure performance metrics
The metrics used on the Performance dashboard are the same as those used in 1:1 coaching sessions. You can update these on the Metric Configuration page:
- On the Settings page, select the "Metric Configuration" tile.
- In the Key Metric Set section of the Metric Configuration page, change the performance metrics as needed.
To learn more, see Metric Configuration.
