Team metrics update

In Kaizo, we save the historical results of the agent based on the team that he "belonged to". This ensures that upon an agent being promoted or moved from team to team, the historical team results stay intact. 

It's important to ensure that agent, who changed the team, has the relevant data associated with that team at the right period of time, since the team changes in Kaizo might not happen on the same day as the actual agent's change of the team (for example agent moved from Team 1 to Team 2 on the 1st of January, however manager updated this change in Kaizo only on the 3rd of January). 

To ensure that the results of the agent are associated with the right team, we have the option to "Update the team metrics" in Kaizo.

 🕰️ When would you be required to update the team metrics in Kaizo?

1. After installing the Kaizo app and creating new teams
2. After moving the agent from one team to another, unless it is done the day before or on the same day as the agent changed the teams

After you installed Kaizo

🚀 Upon installation, Kaizo immediately begins its work, starting with data uploads and automatic assignment of data to agents and teams. 

During the installation process, Kaizo does not create teams by default. Instead, all agents and their respective data are automatically placed in a single default team called the ‘Unassigned’ team. This ensures that no agent is left without data tracking, even before specific teams have been set up.

This design allows administrators to quickly start gathering agent performance data without delay while also providing the flexibility to assign teams later in the process.

The steps you need to follow after the installation:

1. Create teams
2. Assign agents and the Team Leads to relevant teams
3. Click "Update Team metrics" and select the earliest day (2 months from the installation date) to update the team metrics

🚨What will happen if this is not done?

If you did not update the team metrics after creating your teams and separating the agents, all of the agent's results before they have been placed in the relevant team will be shown under the "Unnasigned" team, and all the future agent results will be shown under the relevant teams. 

After you moved the agent from one team to another

This process is also required when, for instance, an agent changes the team.

Let’s consider an example to better understand this process:

Scenario:

• Agent Name: Sarah
• Initial Team: Team A
• New Team: Team B

Timeline:

1. January 1 – January 31: Sarah is a member of Team A.

   • During this time, Sarah’s data is attributed to Team A. Her KPIs (Key Performance Indicators), metrics, quality results, and other performance-related data are linked to Team A’s performance.

2. February 1: Sarah is officially reassigned to Team B.

   • From this date onward, Sarah’s performance data should be linked to Team B. Any new performance metrics are now tracked under Team B, even though they are the same agent.
   • However, Sarah's manager was off on February 1st and was only able to make the change on February 2nd
   • Therefore, all of Sarah's performance and quality results from the 1st of April will still be counted towards Team A, while officially, she was contributing to Team B's performance

3. What should be done to fix this?

   • On the 2nd of February, Sarah's manager should move her to Team B from Team A
   • The manager then should click on "Update team's metrics" in Kaizo Settings -> People and Permissions
   • And Select 1st of February as the starting point
     
     
     
   • As soon as the "Save" button is clicked, the data in Kaizo will start to update, and all of the performance results of Sarah from the 1st of February will be recalculated under Team B and taken away from team A

If you have any questions or need assistance with setting up this new metric, don’t hesitate to reach out to us. We’re here to help! ✨🤝