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  1. Assembled
  2. Monitor and report
  3. Team and individual performance

Team performance

Updated

Plans and permissions:

  • View and export Team performance: Admin or Manager role, or a custom role with Team performance set to Can view and export
  • See the charts at the top of the report: Admin or Manager role, or a custom role with Team performance set to Can view team performance metric charts at the top of the report
  • Your company can prevent people whose access is limited to certain sites from seeing the charts at the top of the report.

Use Team performance to review how team members and teams performed over a past period, such as how closely they followed their schedules and how productive they were. It covers every channel and contact platform you’ve connected, so you can compare people side by side, find who needs coaching, and check the cases behind any number.

To open it, go to Report > Team performance.

Team performance report filtered to one team for the last 7 days, with Average team adherence charts for Back office, Chat, Email, and Phone above the table of team members. Numbered callouts mark the date range (1) and the table of metrics by team member (2); the charts are boxed.

Item What it’s for
Date range and filters The period to report on, and the Channel, Queue, Site, Team, or Skill to report on. The charts and the table both follow them.
Charts Averages for the team members in your filters, such as Average team adherence for each channel. See Compare a team member with the team.
Select metrics Chooses the metrics in the table. See Choose metrics.
Search agents… Finds a team member in the table.
Download Exports the report. See Export the report.
Table One row per team member, with a column for each metric.

How Team performance works

  • Team members appear when they’re associated with the channel, queue, site, team, or skill you filter by. You set these associations on People management.
  • Assembled tracks all the work people do, including work outside their associations, but filters only use associations.
  • Which metrics are available depends on your integrations, channel associations, and configuration. For how your settings affect the metrics, see Metric calculations.
  • When scheduled events overlap, Team performance counts the overlapping time once. Schedule analysis counts each event separately, so their scheduled hours can differ.
  • The report updates on a schedule rather than instantly, and shows when. See Data update times in reports.
  • Selecting a value to see its cases always shows the latest data.

For example: a team member is associated with Queue A but also works in Queue B. Assembled tracks their handle time, solves, and adherence in both. Filtering by Queue B doesn’t show them, and filtering by Queue A shows them without their Queue B work. With no filters, you see all their work. Keep associations up to date so your filtered numbers reflect the work your team actually does.

Compare a team member with the team

The charts at the top show averages for the team members in your filters over the date range.

  1. On a chart, select Expand graph.
  2. In Metric, choose the metric to show.
  3. In Compare, choose a team member.

The chart shows the team member’s values next to the team average. To close it, select Collapse graph.

An expanded Team performance chart for Average handle time, with the Metric and Compare dropdowns above a line showing the team average by day

Choose metrics

  1. Select Select metrics above the table.
  2. Search for metrics, or select and clear them in the list. Select all and Deselect all change them all at once.
  3. Save your changes.

The metrics you choose are saved for you only; other people at your company can show different metrics.

Select metrics to display window over the Team performance report, with a Search metrics box, Select all and Deselect all, and a checklist of Schedule metrics such as Productive adherence, Schedule adherence, and Conformance. A numbered callout marks Select metrics above the table (1); the search row and the checklist are boxed.

See the cases behind a value

Values shown as links can be broken down into the cases behind them. Select one to open a side panel listing the cases included in that team member’s value.

  • Expand Show calculation details, where available, to see the settings and integration details behind the calculation. To change any of those settings, contact our team.
  • Search for a case by ID, or select Download to save the cases for that team member and your filters as a CSV file.

A Cases solved column in the Team performance table, with a tooltip over a team member’s linked value

Case activity timeline

For handle time, messages sent, and cases solved, the side panel can also open a case activity timeline for each case, which shows how the case’s status, handle time, and messages add up to the metric. To turn it on, contact our team.

Export the report

  1. Select Download, then To CSV or To Google Sheets.
  2. Choose a format: Agent-based format exports the table as you see it, one row per team member. Aggregate format totals the data instead.
  3. For an aggregate export, choose up to three options in Segment data by, such as channel, queue, or site, then the Date range and Time interval. To total the whole period in one row, choose Aggregate data over entire selected time frame.
  4. Start the export.

The CSV file is emailed to you when it’s ready, which can take up to 30 minutes. For Google Sheets, including recurring exports, see Google Sheets exports.

Configure download window over the Team performance report, with Segment data by (up to 3), Date range, Time interval, and optional Channels, Queues, Teams, Sites, and Skills filters. The Download button above the table and the Segment data by field are boxed.

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