Team Performance Analytics¶
The Team Performance Analytics Dashboard provides an interactive view to analyse agent performance across teams with period comparisons and custom field analysis.
Accessing: Click the Team Performance Dashboard button on the main Reports page.
Dashboard Controls¶
- Date Range Picker — select a start and end date for the analysis (defaults to last 7 days)
- Multi-select Dropdown — choose one or more teams to include
- Comparison Type Selector — select a comparison period (e.g., "Previous Period", "Best Performing Team", "Organisation Average")
- Run Analysis Button — click to fetch and display the analytics data
Note
At least one team must be selected to run the analysis.
Agent Performance Overview Table¶
Displays key metrics for each agent in a sortable, searchable, paginated table:
| Column | Description |
|---|---|
| Agent Name / Team | Agent identity and team |
| Convos | Total number of conversations (calls and chats) |
| Call Time | Total time spent on calls |
| Call Time Change % | Percentage change compared to previous period |
| Avg. Call Time | Average duration per call |
| CCSAT | Percentage of conversations with customer satisfaction scores of 4 or 5 out of 5 |
Key Metrics Display¶
Six metric tiles displayed alongside a spider chart:
- Total Calls and Total Chats — formatted with commas
- Total Call Time — formatted as hours/minutes
- Average Call Time — in minutes
- Average Agent Score — calculated across all score types, displayed as whole numbers
- CCSAT — percentage of conversations with satisfaction scores of 4 or 5
Each tile shows the current value and percentage change from the comparison period.
Spider/Radar Chart¶
Compares current vs. comparison period for various dynamically discovered score types (e.g., Communication, Discovery, Negotiation, Tone of Voice scores).
Performance Tables by Metric¶
Multiple collapsible sections with side-by-side tables for Top Performers and Focus Areas for each score type.
Each table shows: Agent Name, Team, Score (whole numbers), Call Count.
Action Icons per agent row:
- Blue Search Icon — links to Report Search with agent and date range pre-filtered
- Green Performance Review Icon — links to Review Search with agent and date range pre-filtered
Custom Field Analysis¶
Analyse agent compliance for specific boolean (true/false) fields from your call data:
- Select a boolean field from the dropdown (fields are dynamically discovered from your data)
- Click Run Custom Analysis
- Review the interactive DataTable showing all agents with their compliance rates
The Compliance Rate is calculated as a percentage of "true" values for the selected boolean field.
Action Buttons per agent row:
- Green tick — links to reports where the custom field is "true" for that agent
- Grey cross — links to reports where the custom field is "false" for that agent
Common Questions¶
What does the CCSAT column show?
CCSAT shows the percentage of an agent's conversations that received customer satisfaction scores of 4 or 5 out of 5. A dash indicates no CCSAT data is available for that agent in the selected period.
How is Average Score calculated?
The average score is calculated across all applicable score types for the selected period and teams, weighted by the number of calls.
Why are some score types missing from the tables or spider chart?
The dashboard dynamically displays score types present in your data. If a score type isn't appearing, there may be no calls with that score type for the selected teams and date range.
What does Previous Period comparison mean?
It compares the selected date range against the immediately preceding period of the same duration.
How are Top Performers and Focus Areas determined?
These tables show the top 5 and bottom 5 agents based on their average score for the specific metric within the selected period.
Why are only boolean fields available for custom analysis?
Custom field analysis works with true/false indicators, making it suitable for compliance checks (e.g., "did the agent mention X?", "was Y confirmed?").
What if no data appears after running an analysis?
There may be no calls matching your criteria (date range, teams). Try broadening the date range or selecting more teams.