The Team performance report provides detailed information on past performance at the individual and team level. The report includes data across all of your different channels and contact platforms, which can be filtered by Channel, Queue, or Team. In particular, this report enables quick and meaningful deep-dives into schedule adherence and productivity metrics.

The report is comprised of charts, a table, case breakdown, and exports

Charts for averages & comparisons

Table for metrics by agent

Case breakdown

Exports

Charts for averages & comparisons

The charts at the top of Team performance map aggregate averages for select metrics. They're responsive to all filters and reflect the selected date range. 

Clicking the expand arrows in the top right corner of any of the charts will allow you to compare a specific agent against the team average. This makes it easy to compare an agent against a specific subset of agents to gauge relative performance or other indicators.

Table for metrics by agent

The table beneath the charts has a row for each agent associated with the given filters. Agents are associated to filters like Channel, Queue, Site, Team, and Skill via the The People page.

The specific metrics available depend on your specific integrations, channel associations, and configurations. Performance metrics cover agent schedules, performance, and productivity against their schedules. For more information about the meaning of each metric and how it's calculated, check out the List of Metrics and Definitions. Choose to view or hide available metrics via the dropdown menu on the right hand side above the table. 

Note that agents may do work outside of the filters they're associated with. Data for this work will still be collected by Assembled, but Assembled will not automatically associate agents with filters from unattributed work. For example, if an agent is associated with queue A in Assembled, but ends up working queue B, Assembled will still track handle time, solves, adherence, etc. for work done in queue B, but filtering for queue B in Team performance will not show that agent. Filtering for queue A will show that agent, but exclude work done in queue B. Finding this agent via an unfiltered view will include all the work that said agent completed, regardless of queue. Agents' filter associations should be maintained to reflect their actual work so that performance metrics can be tracked smoothly. 

Case breakdown

Clicking certain, hyperlinked metrics (shown in blue) will show you which cases were included in each agents' calculation of a particular metric. Expanding "Show calculation details," where available, will give you information about relevant behind-the-scenes configurations that you can request to change and integration-specific explanations that can help you understand how a metric was calculated. The case breakdown will show information given the most up-to-date data at the time you click (as opposed to the report itself, which is pre-computed on regular intervals to optimize for loading speed). 

Case activity timeline [Alpha]

Clicking "View timeline" will open the Case activity timeline, which is currently in Alpha, and only available to customers included in the pilot build.

The Case activity timeline allows you to better understand how the metrics in the team performance page are being calculated (only applicable for case-based performance metrics like average handle time, cases solved, and messages sent). 

Exports

Whole report

Users can export the entire table into a downloaded CSV file, or to a Google Sheet. See instructions for utilizing the Google Sheets export here, including how to set up a recurring export.

The table can be exported either as it's displayed in-app (agent-by-agent), or aggregated by queues, sites, and channels. 

Agent-level metrics

By clicking on the blue hyperlinked numbers to get the Case breakdown, the side panel will open and show an export button in the top right corner. This button will export the case-by-case breakdown of a metric, for the selected agent and applicable filters, into a CSV file. 

Video Tutorial