Team Leader FAQs

Q: How often should I login to OI?

A: For the best results, we suggest logging into OI each day. This way you will be able to review any new coaching plans, keep track of your agent’s existing coaching plan progress and review and team performance shifts - so you can celebrate successes and provide support for your team.

Q: How are interactions classified?

A: Interactions are classified by a team based in Australia that review samples of your historical transcripts using your customer’s stated reason for contacting your business. 

Q: How is Handle Time calculated? 

A: We take the entire time an interaction takes from the moment the agent is connected. This includes talk time, hold time and after call work. 

Q: What do the coloured chips mean on my Team Leader Dashboard?

A: Easy as, see below! 

• Green: Top 25%
• Yellow: Middle 50%
• Red: Bottom 25%
   

Q: How is my agent’s coaching plan performance measured?

A: We look at the difference between the starting value and the goal value for a coaching plan. The difference is then divided evenly across the number of days in the coaching plan.

We compare the now value (performance based on the most recent 20 interactions for the selected inquiry and model) to the expected progress.

Q: How are the ‘Start’ and ‘Now’ values calculated in coaching plans?

A: The ‘Start’ value in coaching plans represents the average score for the selected enquiry type over the three months leading up to the coaching plan's start date.

The ‘Now’ value reflects the average score from the 20 most recent interactions for that same enquiry type, recorded since the coaching plan began.

Q: How is ‘off track’, ‘ahead of plan’ and ‘on track’ calculated on my dashboard?

The coaching plan indicators are calculated as follows:

• Ahead of Plan - Performing 15% or more ahead of the expected progress.
• On Track - Within ±15% of the expected progress.
• Off Track - Performing 15% or more behind the expected progress.
   

Q: Can you help me understand my agent’s coaching progress a little deeper?

A: Remember that overall agent performance is rarely linear, and fluctuations are normal based on the inquiries they take. Therefore, a plan might be off track one day and ahead of plan the next! 

Remind your agents that the goal is consistent improvement over time, so don’t worry if a plan appears off track early on. Keep these tips in mind:

• If a coaching plan ends well ahead of the goal, consider setting a more ambitious target next time.
• If a plan ends off track, consider a longer timeline or a more achievable target.
   

Q: Can I view my agent’s dashboards?

A: You sure can. For an agent with a coaching plan, simply click on their name in the Coaching Plan section of your dashboard. For an agent without a coaching plan, click on their name in the Agents without current coaching plans section.

Q: What is the best way for me to prepare for a coaching session?

A: The best and quickest way to prepare is the review the agent’s dashboard and following this process: 

1. What are their top 3 inquiries to work on? Is there enough volume for these inquiries to warrant a coaching plan?
2. Review all their inquiries by volume. Are there consistent metrics that need work across their top volume inquiries?
3. Decide the best inquiry and metric for their coaching plan for the month.
4. Quickly review 2 or 3 recent transcripts for that inquiry to understand what the agent could do better. 

This exercise should take you no longer than 15 minutes in total. Remember that when your agent sets the coaching plan, OI will help them by showing them what the top agent does well for that inquiry type, making this even easier for you! 

Q: Can you help me coach my agents on increasing their Predicted Satisfaction metric?

A: As you know, OI measures predicted satisfaction through the words the customer uses during an interaction. Therefore, advise your agent to manage the customer’s experience to the best of their ability and have them use positive language. Their goal should be to guide the interaction in a way that encourages positive customer expressions while reducing frustration or negativity.

By focusing on positive language, active problem-solving, and a warm approach, your agents can increase the likelihood of customers expressing satisfaction, which will boost their Predicted Satisfaction score.

Q: My team’s Predicted Resolution metrics seem low, can you help me understand it deeper?

A: Sure - this is a common question! While some factors affecting resolution are beyond your agent’s control, your predicted resolution rate is assessed objectively using the same criteria for all agents handling the same inquiries. This means your team’s resolution rate is compared against the average for all other teams in the center, providing a fair and balanced assessment. 

If your team’s resolution is shown as being low for an inquiry in your team dashboard, it means that out of everyone taking the same type of inquiry - your team’s predicted resolution is lower on average and has room for improvement. 

Q: Can you help me coach my agents on increasing their Predicted Resolution metric?

A: When resolution is in your agent’s control and you have identified room for improvement, these are our top tips for your agents:

• Proactively confirm resolution during the call
• Minimise the need for callbacks where possible
• Fully resolve the inquiry during the interaction where possible
• Confirm the next steps clearly
• Highlight self service options were possible 
   

Q: What happens when my agent’s coaching plan finishes?

A: It moves from ‘In Progress’ to ‘Completed’ in both yours and your agent’s dashboards. You should review the final results with your agent and work through next steps and actions for their next coaching plan.