Skip to main content

Teams Overview

Laura
Updated

This article covers basic navigation and features found on the Teams Dashboard for contact center managers.

 

The 'Teams overview' dashboard provides real time performance stats at your fingertips. Monitor and empower your team leaders to drive better customer experiences. The dashboard is broken up into the following panels:

 

Starting from the top you'll see options, features and some quick links:

  1. Dark/Light Mode (hover on OI)
  2. Select a model
  3. Select a date range (applies to the entire page)

Please reach out to your Admin if the details are incorrect in the portal.
  1. OI University Courses
  2. Support
  3. Profile
  4. All teams/ Select teams (applies to entire page)
  5. Chat Support

Metrics

This section shows key metric averages for your contact center at a glance:

Click a metric tile to uncover further details: 

Compare your teams' past 24 hour average across the contact centre. Track performance over time. View the rolling past quarter, past week or month average.

Click 'Overall Performance' to view inquiries by volume and their metrics.

Needs work: Bottom 25% Good: Middle 50% Great: Top 25%

Sort contact center performance across inquiries by volume, or by metric. 

Defaulted to a rolling quarter, but can be adjusted at the top of the dashboard to a rolling month, week, or past 24 hours.

 

Coaching Plans

Review, track and manage your teams' coaching plans at a glance.

  • Finishing soon: Coaching plan is ending within the next week.
  • Off track: Trailing target by more than 15%.
  • Ahead of plan: Exceeded target by over 15%.
  • On track: Within <15% of target.

Click to expand 'What my teams need the most help with'

Support requested by agents in their coaching plans. The most common support types requested by agents. A list of inquiries that have active coaching plans.

 

Critical Focus Areas

Surfacing three key inquiries where high-impact improvements can be made to support experiences.

Click an inquiry to expand the relevant metrics and coaching plan data.

 

Teams Performance

Explore your teams' metrics, along with their top and bottom performing inquiries.

*If you find any incorrect information on your dashboard, please contact your company's Admin.

 

For more information visit our training courses @ OI University

Related to

Comments

0 comments

Please sign in to leave a comment.