Teams and Team Members reports
Legacy summaries for team and team member performance.
To use the latest performance reporting feature in Agent Connect, see Performance dashboard.
The Teams and Team Members Trends reports were used prior to the Performance page to view quick summaries of team performance.
In the Teams report, you can see how each of your teams is performing, in aggregate, across Star Rating, Areas of Excellence, Areas of Improvement, 1:1s and QA.
The Team Members report is specifically for team leaders. On this report, team leaders can see summary performance metrics for their team members and can drill down for more details about any individual team member.
Teams
The Teams summary report shows aggregate data for teams across survey scores, Areas of Improvement, Areas of Excellence, 1:1 sessions, and QA reviews.
Click any team leader's name in the table to see more detail for that 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. To export a csv file of all data in the report, click Generate CSV.
Metrics tab
The Metrics tab provides score-related data for each team, including trend information compared to the previous time period selected in the Date Range filter.
Areas of Improvement and Areas of Excellence tabs
The Areas of Improvement and Areas of Excellence tabs show the total votes each team has received for each area.
1:1s tab
The 1:1s tab shows the count of sessions conducted for each team in the time period specified by the Date Range filter, and the number of times each coaching category was used in those sessions.
QA tab
The QA tab shows the number of QA reviews performed for the team members on each team, aggregated data for review scores, the channels used in the interactions, and the number of annotations included in the reviews.
Trend metrics
You can click any team leader in the table to view metrics for that team. After clicking a team leader, the top of the page shows the three trend metrics configured for your company. 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:
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.
By team member
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.
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.
Click Export to download a CSV file with all data from the table.
Team Members
The Team Members summary report includes the same tabs and the same types of data displayed in the Teams summary report described above, but with data for individual team members instead of full teams.
Click any team member's name in the table to see more details.
To export a CSV file of all data in the report, click Generate CSV.
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.
QA tab
Use the QA tab to see summary scores for the QA reviews completed for each team member's interactions.
Trend metrics
You can click any team member in the table to view more details and metrics. 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 highlighted for attention.
The Overview section shows summary data for the team member and indicates whether the Team Member's performance is above average (top 25%), average, or below average (bottom 25%) compared to the team and to the entire company.
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.
The Star distribution chart is an area chart showing the percentage of each star rating value over time, displayed as weekly data points.
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 charts show data for the team member's performance for the additional questions in your company's surveys.
Recent 1:1 activity lists recent sessions. Click a session in the Day column to open that session for review.
