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Quick Report: Team Performance.


The Team performance report gives you a customized overview of the performance of all your users and teams.

 

You can measure and compare the performance of different teams or different users which helps you to optimize the efficiency of your resource management.

STEP-BY-STEP: CUSTOMISE YOUR TEAM PERFORMANCE REPORT.

1. To start, select the Team Performance report under the Quick Report section.

2. Once you have chosen to create a team performance report you can select which team should be covered within the report. 

TPSS

3. Select one or multiple teams.

4. Your quick report will by default include the following metrics:

User Performance

  • Name
  • Avg. Wait Time
  • Posts
  • Comments
  • Mark as read
  • Sessions

Team Performance

  • Avg. Wait Time
  • Avg. Response Time - taking Business Hours into account.
  • Incoming Messages
  • Mark as Read
  • Sessions
  • Comments
  • Posts
  • Response Rate
  • Review Rate

 

Team Interactions

  • Posts
  • Comments
  • Mark as read

 

5. Name your report by clicking on the 'pen' icons  and editing the titles of the different sections.

6. Add to your report. Once you pressed the 'create report' your report will be created and saved for the future. Afterwards you can still change it, for example if you want to exclude particular metrics or add a module of interest.

Screen Shot 2015-09-08 at 13.18.22

Additional metrics available include Incoming Messages (the total amount of user messages across all channels) and Review Rate (the percentage of incoming messages that have been marked as read).

metric team

 

Hot tip: By clicking on the 'i' icon, descriptions of the particular metrics will be shown.