Analyze the performance trends for your teams
Analyze trends to monitor your team's performance within a KPI group.
Before you begin
Role required: sn_team_perf.team_performance_admin
About this task
Analyze the data by drilling down into the data for a team, a specific team member, an indicator, or an incident.
Procedure
- Navigate to All > Workspaces > Manager Workspace.
- Click the Teams icon.
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From the KPI group list, select the KPI group to analyze performance.
You can view the data for the top-level KPIs.Note:
The Teams page shows the list of assignment groups that are associated with the selected KPI group.
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Select a date range to view your team's performance for that time period.
You can set the default date range using the sn_optimize.default_date_range system property.All teams that you manage are identified with a My team highlight in the group header. You can also see the team that you have visibility into.
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Drill down into the data for the team.
You can also review incidents, details of assignment groups, additional managers, and information that is relevant to the team.To Do this Analyze indicator performance Click the Performance tab to track and analyze the overall indicator performance for all members in the team. - To analyze the indicator performance for the team, click on an indicator. You can then select a location on the time-series visualization or on an incident count in the table to drill down further.
- To analyze indicator performance for a team member, click an indicator value for the team member.
Track incidents Click the Incidents tab and analyze all incidents that are related to the team. - To view the incident details, select an incident.
- To view a team member's details, from the Assigned to column, select a team member.
Analyze skills for your team Click the Performance tab to analyze skills for each agent in your team. - Select an agent for whom you want to analyze skills based on skill-level type.
- Do one of the following:
- To analyze all skills for the agent, click the Skills tab.
- To analyze skills based on the skill level types associated with the agent, click the Overview tab and in the Skills section, select a score for the skill level type.