Team Performance Metrics

On your Dashboard, navigate to the Teams/User Performance block. In the top right corner, you can switch between Agent Performance and Team Performance.

Click on the expanding arrow next to the Team you wish to review the performance of. This opens the Team Dashboard.

*Should you wish to switch to another team, select the dropdown underneath Team Dashboard and click the team you want to review.

You will notice that the Team Dashboard looks very similar to your main Dashboard; however, the Team Dashboard only shows the data for the team you selected. A brief breakdown of the information and metrics available on this dashboard:

• Tickets Solved
• Team QA
• SuperSAT
• CSAT
• Cases Assigned
• Team Tasks
• Flagged Content/Comments
• Case Performance
• Agent Performance
  • Shows all agents in the team you are reviewing along with their personal performance
• Coaching Sessions
• CSAT Summary
• etc