What is performance reporting?
In a contact centre, it's important to know how your agents work. Are they following the schedules? How long does it take to handle a ticket? How many tickets can they handle at once?
By monitoring the presence and productivity of your agents you can get insights into their strengths and weaknesses, behaviour and progression. Understanding the expected output and occupancy of your agents can also enable you to produce more accurate staffing requirements, grounded in reality.
Surfboard currently supports performance reporting for Aircall, Dixa, Intercom, Helpscout, Salesforce and Zendesk.
Performance reporting in Surfboard: A basic overview
Agent activity is automatically tracked in your integrated systems.
Surfboard tracks each interaction an agent has with calls, messages or emails in integrated customer service or CRM platforms.
This tracking is done automatically, and across all linked systems, providing one simple dashboard for all agents' data
Timelines of agent activity are created to track presence and productivity.
Surfboard creates timelines of agent activity, providing deep insight into how agents work.
Surfboard provides multiple metrics to provide a 360 view of agent performance, from time-on-task and occupancy, to total closed, closed per hour, average conversation time.
Agents can see the same data about themselves as managers can.
Agents are able to view the exact same data about themselves as their manager can.
Studies have shown that when agents can view their own data they are less likely to feel like they are 'being watched' and end up being more present and performant. This transparency increases ownership and allows agents to proactively manage their own performance.
Team data is not shared to protect the privacy of others.
Performance can be viewed for agents, teams, or activities.
Within Surfboard, admins can slice their performance data to zoom in or out on specific agents or channels.
Understand strengths and weaknesses by focusing on individual activities, compare teams, track ramp-up time and more.
How to set-up your performance reporting
Step 1: Make your performance connection
For Intercom, Dixa, Helpscout or Zendesk, Surfboard required an additional integration to your standard forecasting connection to pull performance data.
Open our Intercom messenger by clicking the ? icon in the top-right corner of your Surfboard account
Select 🔗 Integration set-up > 🔗 I need a performance link
Fill out the ticket and submit
A member of our team will email you or your chosen admin a link as soon as possible.
If you would like to connect to Salesforce, please reach out to your CSM.
Step 2: Link your activities to ticket groups
In order to accurately measure agent's performance, Surfboard needs to know when agent's are expected to be working in your integrated systems.
You do this by linking relevant ticket groups to your service activities, e.g. when agent's work on the activity called ☎️ Tier 1 phones, they should be working on tickets included in the ticket group, T1 Zendesk.
Navigate to the Schedule > Day
Open the toolbar by clicking Toolbar
Find the activity you want to link and click the edit icon ✏️ next to it
In the modal, toggle Link to a forecast on and select the relevant ticket group from the menu.
Step 3: Your team's performance is now being tracked!
You'll be able to see performance data right away.
Performance data is collected and shown in real-time (<5m).
View if agent's latest tickets and 'on-task' status in the real-time dashboard.
View detailed timelines of agent behaviour and key productivity stats in the Performance page.
FAQs
What performance metrics do you offer?
Surfboard offers a range of performance metrics to track utilisation, attendance and productivity.
Will Surfboard show past performance?
No, Surfboard will only show performance from the time after the additional performance connection was made.
How can I use performance?
Performance metrics can be used in multiple ways, such as:
For coaching and management
To improve the accuracy of your forecasting
To aid real-time management
To evaluate the output and presence of BPO or outsourced staff
Which performance metrics should I track?
Surfboard offers a variety of metrics to cover multiple use-cases. It's likely that they won't all be applicable to your team, and that's ok! We've provided recommendations for each metric in our definition guide. Read it here.
Does Surfboard track adherence?
Surfboard offers a unique metric, time-on-task, as an alternative to adherence. Rather than relying on system status (e.g. online), Surfboard identifies if agent's are online and working by tracking their actions within your integrated systems.
Can agent's see their performance?
Yes, agent's can see the exact same data on themselves as managers can. Studies show that agent's who can see their own performance are higher performers and feel more equitable in the workplace.
Agents cannot see team or colleague performance to protect the privacy of others.