Team Performance
The second option under the Reports menu is Team Performance Reports.
These reports are designed to help you understand the differences, strengths, and weaknesses of individuals on your team or teams. From the drop-down menu, pick the members of the team you are interested in or even entire teams.
Once you select the agents/teams, you will be able to see how they performed in a given timeframe.
For both Timeline and Agent Report, you can choose up to 5 metrics.
Timeline
Choose from up to 5 metrics from the ones available in the drop-down menu.
Total Outbound Calls smrtPhone Outbound Calls smrtDialer Calls | Total Talk Time smrtPhone Talk Time smrtDialer Talk Time | Total Answer Rate smrtPhone Answer Rate smrtDialer Answer Rate |
Average Call Duration smrtPhone Average Call smrtDialer Average Call Average Call Inbound Average Call Outbound | Text Messages Sent Text Messages Received Voicemails Sent Voicemails Received | Inbound Calls Inbound Calls Answered Missed Calls Outbound Calls Not Answered smrtDialer Session Count |
Calls Answered smrtPhone Calls Answered smrtDialer Calls Answered | Calls under 3 minutes Calls under 5 minutes Calls under 20 minutes |
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From Total Talk time to Voicemails and SMS, you can sort all the data for each agent, save Views, and also download it.
In the Timeline graph, there's a second Y-Axis for time-based metrics, so you can easily mix and match all the metrics.
Agent Report
For the Agent Report, you can also use 5 metrics of your choice from the same list and see the data split by Agent's names according to what you selected above.
If you chose to put all the agents in the search bar instead of selecting one or a few, then in the Agent Report graph, drag the scroll bar left and right to see all your agents.
When selecting the metrics, pick them carefully to create a relevant report. Too many mixed metrics may cause an error. In that case, just go back and change metrics to be from the same spectrum.
Call Statuses
At the bottom of the dashboard, the 2 graphs show both smrtPhone (inbound or outbound) and smrtDialer Call Statuses (only outbound) for the agents you selected above in the previously set timeframe.
Also, you can use the graphs as they are (with all statuses) or sort both tabs of statuses by 4 categories: Answered, Not Answered, Missed, and Busy - for smrtPhone and Answered, Not Answered, Busy, and Failed - for smrtDialer
When you click on any of the statuses from the results, the Call Logs tab opens, showing all resulting calls.
This newly opened smrtPhone logs tab will have the call status filter already set, being exactly the one you just clicked in the reporting section. You can change filters or export the results as they are.
How to use Team Performance Reports
The Team Performance reports are an excellent way to identify your strongest team members who may have the wisdom to share with others or become a model for the type of agent you should hire as you grow.
Teams (members) that show weaker performance can also be identified, so you can give them additional training and understand the challenges they face that hold them back.
Overall, this report can help you set reasonable standards for what can be expected of your team members in terms of activity.
