Purpose and Features
The Team Performance Report provides both chat and call metrics of agents at a team level. This allows operations managers to evaluate overall team performance and agents’ time management in a holistic way. Since agent status data is also included in the report, workforce distribution within teams can be monitored in detail.
Key features:
Reports chat and call metrics at the team level.
Includes agent status durations.
Enables team-based comparisons.
Provides operations managers with the ability to analyze agent performance from a team perspective.
Benefits
The Team Performance Report makes it easier to track efficiency and team-level performance in call center management:
Team-Based Performance: Chat and call metrics are displayed in one report, highlighting strengths and weaknesses of each team.
Time Management: Status durations help analyze workload distribution across teams.
Comparative Analysis: Performance comparisons can be made across different teams.
Operational Transparency: Daily and periodic team performance can be monitored consistently.
Setup and Usage
Steps to generate the report:
Navigate to: Reporting > General > Agent > Team Performance Report.
Select the desired filters:
Team
Start - End Date
Start - End Time
Time Unit
Cumulative (can be applied from the section shown in the interface)
You can apply the cumulative filter from the section shown in the image.
Click Apply to generate the report.
Clear your filter selections anytime by clicking the Clear icon.
Export the generated report using the Download option.
